IP Officeipofficeinfo.com/pdf/phone_manager.pdf · Phone Manager User Guide Page 3 IP Office...

15-600988 Issue 19b - (01 December 2010)

Phone Manager User Guide

IP Office

Phone Manager User Guide Page 215-600988 Issue 19b (01 December 2010)IP Office

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Contents

ContentsIP Office Phone Manager1.

..................................................................... 81.1 What's New

..................................................................... 91.2 Phone Manager Feature Comparison

..................................................................... 101.3 Logging in to Phone Manager

............................................................................ 111.3.1 Logging in as an Agent

............................................................................ 121.3.2 Telecommuter Mode

............................................................................ 151.3.3 The User List Window

............................................................................ 161.3.4 Selecting a Different IP Office Control Unit

............................................................................ 171.3.5 Change Password

Main Window2...................................................................... 222.1 The Call Details Area

..................................................................... 232.2 The Call History Panel

..................................................................... 242.3 The All Tab

..................................................................... 252.4 The In Tab

..................................................................... 252.5 The Out Tab

..................................................................... 262.6 The Missed Tab

..................................................................... 262.7 The Messages Tab

..................................................................... 272.8 The Speed Dials Tab

..................................................................... 292.9 The Voicemail Tab

..................................................................... 302.10 The Account Codes Tab

..................................................................... 312.11 The Queue Tab

..................................................................... 312.12 The Conference Tab

..................................................................... 322.13 The Status Tab

..................................................................... 332.14 The Script Tab

..................................................................... 342.15 The Door Tab

Call Handling3...................................................................... 373.1 Answering a Call

..................................................................... 383.2 Making a Call

..................................................................... 383.3 Ending a Call

..................................................................... 383.4 Call Back a Missed Call

..................................................................... 393.5 Using the Call Window

..................................................................... 403.6 Holding a Call

..................................................................... 413.7 Parking a Call

..................................................................... 423.8 Recording a Call

..................................................................... 433.9 Working with Queues

..................................................................... 443.10 Transferring Calls

............................................................................ 453.10.1 Making a Consultation Call

............................................................................ 463.10.2 Transferring a Call Unsupervised

............................................................................ 473.10.3 Transferring a Caller to Voicemail

............................................................................ 473.10.4 Reclaiming a Call

..................................................................... 483.11 Creating a Conference Call

............................................................................ 493.11.1 Phone Manager and Conferencing Center

..................................................................... 503.12 Using Account Codes

............................................................................ 523.12.1 Creating an Account Code Speed Dial

............................................................................ 533.12.2 Working with PIN Restrictions

Voicemail4...................................................................... 594.1 Listening to your Messages

..................................................................... 604.2 Outcalling Configuration

..................................................................... 634.3 Using Personal Greetings

............................................................................ 654.3.1 Recording Greetings

............................................................................ 674.3.2 Assigning a Temporary Greeting

............................................................................ 684.3.3 Assigning Personal Greetings

..................................................................... 694.4 Personal Distribution Lists

............................................................................ 694.4.1 Viewing a Personal Distribution List

............................................................................ 704.4.2 Editing a Personal Distribution List

............................................................................ 714.4.3 Creating a Personal Distribution List

............................................................................ 734.4.4 Using a Personal Distribution List

............................................................................ 744.4.5 Deleting a Personal Distribution List

Features5...................................................................... 765.1 Getting Help

..................................................................... 775.2 Setting an Absent Message

..................................................................... 785.3 Managing Directories

............................................................................ 785.3.1 Creating a Personal Directory

............................................................................ 795.3.2 Adding a Directory Entry

............................................................................ 805.3.3 Creating a Directory Entry from an ExistingCall

............................................................................ 805.3.4 Editing a Directory Entry

..................................................................... 815.4 Speed Dials

............................................................................ 845.4.1 Using a Speed Dial

............................................................................ 845.4.2 Creating a Speed Dial Group

............................................................................ 855.4.3 Creating a Speed Dial

............................................................................ 875.4.4 Editing a Speed Dial

............................................................................ 875.4.5 Deleting a Speed Dial

Configuring Phone Manager6...................................................................... 906.1 Changing Phone Manager Settings

............................................................................ 916.1.1 Configuring Agent Mode

............................................................................ 926.1.2 Changing the Clock Format

............................................................................ 936.1.3 Viewing Phone Manager in Compact Mode

............................................................................ 946.1.4 Changing the Date Settings

............................................................................ 956.1.5 Setting Do Not Disturb

............................................................................ 966.1.6 Activating the Door Release Buttons

............................................................................ 976.1.7 Setting your Forwarding Options

............................................................................ 1026.1.8 Enabling Instant Messaging

............................................................................ 1036.1.9 Creating Personal Park Slots

............................................................................ 1046.1.10 Changing General Settings

............................................................................ 1066.1.11 Selecting Queues to Monitor

............................................................................ 1076.1.12 Changing Short Cut Keys

............................................................................ 1086.1.13 Configuring Screen Pop

............................................................................ 1106.1.14 Selecting Telephone Controls

............................................................................ 1116.1.15 Configuring the Voicemail Options

............................................................................ 1136.1.16 Language

..................................................................... 1136.2 Setting your Preferences

............................................................................ 1136.2.1 Turning Voicemail On or Off

............................................................................ 1136.2.2 Turning Voicemail Ringback On or Off

............................................................................ 1146.2.3 Taking Your Calls from Another Extension

............................................................................ 1146.2.4 Setting Do Not Disturb (DND)

............................................................................ 1146.2.5 Setting a Do Not Disturb Exception Number

............................................................................ 1166.2.6 Turning Call Waiting On or Off

............................................................................ 1166.2.7 Turning Off Hook Operation On or Off

............................................................................ 1176.2.8 Selecting the Tabs to Show in Call History

............................................................................ 1176.2.9 Saving your Preferences

..................................................................... 1186.3 Using the Phone Manager Pro Versions

............................................................................ 1186.3.1 PC Softphone Operation

............................................................................ 1186.3.2 Configuring Ring Settings

............................................................................ 1196.3.3 Hands Free Operation

............................................................................ 1206.3.4 Agent Mode Operation

..................................................................... 1216.4 Changing the Look of Phone Manager

............................................................................ 1216.4.1 Using Phone Manager in Compact Mode

............................................................................ 1236.4.2 Loading a Skin

............................................................................ 1236.4.3 Default Sizing


Appendix7...................................................................... 1267.1 Hints & Tips

..................................................................... 1277.2 Tool Bar Icons

..................................................................... 1287.3 Short Cut Keys

..................................................................... 1297.4 Using the Phone Manager Icon

..................................................................... 1297.5 Phone Manager Information

...............................................................................131Index


IP Office Phone Manager

Chapter 1.


IP Office Phone Manager:

1. IP Office Phone ManagerThis guide describes how to receive and make calls using the IP Office Phone Manager application.

IP Office Phone Manager is a single application that can be run in three different versions. The version for each user is setthrough the IP Office configuration and is also controlled by licences entered into the IP Office configuration. The version isPhone Manager Lite unless suitable licences are entered on the telephone system. If insufficient licences are availablePhone Manager operates in Lite mode.

· Phone Manager LiteNo license required.

· Phone Manager ProA 'Phone Manager Pro' license key is required for each Phone Manager Pro user. If insufficient licences are available,Phone Manager operates in Lite mode.

· Agent ModeThis mode is a selectable option available to a Phone Manager Pro user. In this mode the Phone Manager user hasaccess to several agent related functions as toolbar icons.

· Login Mode (Hot Desking)This mode is a selectable option available to a Phone Manager Pro user. Starting or stopping Phone Manager logs theuser on or off an extension. The extension is specified when starting Phone Manager. While logged on, the PhoneManager extension number overrides the physical extension number.

· Telecommuter Mode (Phone Manager 4.1+)In this mode, a user running Phone Manager Pro on a PC with a data connection to the IP Office (for example viaVPN), is able to have their calls routed to a telephone number they specify when starting Phone Manager. When theuser makes a call using Phone Manager, the IP Office will call the user's specified telephone number and whenanswered, then make the outgoing call for the user. Similarly incoming calls to the user's extension on the IP Officeare routed to the remote number. By having the speech part of all calls initiated from the IP Office, the cost for thosecalls is assigned to the IP Office.

· Phone Manager Pro PC SoftphoneConversations take place through a sound card headset / handset. Both a 'Phone Manager Pro' and a 'Phone ManagerPro IP Audio Enabled' license key are required for each user. Any reference in the guide that indicates a feature is onlyavailable for Phone Manager Pro then the feature is also available for Phone Manager PC Softphone.


1.1 What's NewThis section gives a summary of the main changes made to different releases of IP Office Phone Manager.

Phone Manager 5.0· Screen Popping

Screen Popping is now only supported with Outlook 2003/2007.

Phone Manager 4.2· Change Password

Your IP Office user password (by default not set) is part of the IP Office configuration. When set, it is used as part of thelogin to IP Office for the Phone Manager, SoftConsole and IP Office TAPI applications. Previously this password couldonly be set and changed using the IP Office Manager application. Phone Manager 4.2 (all modes) allows the you tochange your own password. The menu is accessed through File | Change Password. If IP Office TAPI is also installed onthe PC, the password change will be applied to that application also.

· Outcalling Configuration Outcalling was added as part of Voicemail Pro 4.0. It allows users of Intuity emulation mode mailboxes to configure aescalating series of telephone numbers at which the Voicemail Pro would attempt to alert them about new messages.For the individual user this was configured and controlled through the mailbox prompts menu. For IP Office 4.2,configuration of Outcalling can be done through Phone Manager Pro. This allows you to view your current outcallingsettings and to make changes when necessary.

· Forward Messages When accessing a voicemail mailbox using Phone Manager Pro, you can now right-click on a message and select toforward it to another mailbox.

· Version Display The About Phone Manager menu now displays version information for the IP Office phone system. This is informationthat may aid in the resolution of support issues.

Phone Manager 4.1· Telecommuter Mode

Within the IP Office configuration, a Phone Manager Pro user can be configured as a Telecommuter. In this mode, a userrunning Phone Manager Pro on a PC with a data connection to the IP Office (for example via VPN), is able to have theircalls routed to a telephone number they specify when starting Phone Manager. When the user makes a call using PhoneManager, the IP Office will call the user's specified telephone number and when answered, then make the outgoing callfor the user. Similarly incoming calls to the user's extension on the IP Office are routed to the remote number. Byhaving the speech part of all calls initiated from the IP Office, the cost for those calls is assigned to the IP Office.

Phone Manager 4.0· Advice of Charge

If Advice of Charge is supported and enabled for the user within the IP Office configuration, charge details are shown inthe Phone Manager Call Details area.

· Default SkinThe default skin of Phone Manager was changed to be in line with other Avaya user applications.

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IP Office Phone Manager: What's New

1.2 Phone Manager Feature ComparisonThe table highlights the differences when running Phone Manager in each version.

Feature Lite Pro PCSoftphone

Make and receive calls through the application

Configure telephone preferences

Configure keyboard shortcuts

Show the Caller ID / Name

Create Speed Dials 15. 1000. 1000.

Create Busy Lamp fields using speed dials 15. 1000. 1000.

Create multiple speed dial tabs to group busy lamp field icons 10 tabs.

100 per tab.

10 tabs.

100 per tab.

View the application in Compact Mode

Create a local phone directory 1000. 1000.

View the call history log for all and missed messages

View a separate incoming and outgoing call log

Collect new voicemail messages

Have voice mailbox control from the application. (Intuity andIP Office modes)

Create a Personal Distribution List (Intuity mode only)

Assign incoming call scripting

Show the length of time spent on a call

Door opening control

Monitor queues

Conference control display

Conferencing Center action buttons

Screen Pop contacts

Simple Outlook contact record creation

Agent mode

Distinctive ringing (.WAV file)

ISDN Advice of Charge (AoC) indication (if configured on theIP Office)

Post connect dial (sending DTMF when connected to anotherparty)

Requires licence key on PBX to operate

Identify a call by giving it a descriptive tag

Amend the audio codec

Set voicemail transfer numbers

Create voicemail greeting messages

Apply PIN restrictions

Use Account Codes

Transfer calls using drag and drop.

Telecommuter mode.

*View the status of an internal user, for example online.

*Send Instant Messages (IM) to an internal user.

* These features are only available when Microsoft Live Communications Server (LCS) is also available.


1.3 Logging in to Phone ManagerYou must login to Phone Manager before you can use the application. The Login window contains details so that PhoneManager can communicate with the telephone system. If you are unable to login, see your system administrator.

· Tip: If you use the Remember Password option below, on subsequent Phone Manager restarts the Login menu is notshown if connection to the IP Office is okay.

To start Phone Manager:

1.Click Start > Programs > IP Office > Phone Manager. The IP Office Phone Manager Login window opens.

2.If an Agent Mode section is also shown, the Phone Manager will allow you to enter the extension number of thephysical extension which you want to use whilst logged on. See Logging in as an Agent . Do not enter your ownextension number in the Agent Mode section.

3.In the User Name\Extn field, type your extension number or user name. The user name is case sensitive.Alternatively, click User List to open the list of users on the currently selected IP Office system.

4.In the Password field, type your password if you have been given one by your system administrator.

· If you do not have a password, select the Remember Password option. Then once in Phone Manager, choose File| Save Profile. This is necessary to avoid the Cannot Login - May be due to incorrect username or passworderror message.

· If you want Phone Manager to automatically login when started in future, select Remember Password. To returnto the Login menu in future, start Phone Manager and select File | Login.

5.The field Unit Name\IP Address contains the IP address of the IP Office System. Click Browse to select a differentsystem.

6.Click OK. If the OK button is unavailable, there are several possible reasons:

· There is an incorrect IP Office IP Address. Click Browse and select the IP Office Control Unit from the list.

· There is an invalid user name or password. Enter your details again. Remember that both the user name andpassword are case sensitive. You can select the user name from the User List window.

· There might be network problems. For more information, see your system administrator.

· Your telephone might not be connected to or logged on to the telephone system.

7.For Phone Manager Pro users set to telecommuter mode, an additional menu will appear asking Where do you want towork, see Telecommuter Mode .

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IP Office Phone Manager: Logging in to Phone Manager

1.3.1 Logging in as an AgentAgent Mode allows Phone Manager Pro users to login at another extension on the IP Office system, that is one that has adifferent extension number from your own extension number. While Phone Manager is running, that extension will assumeyour extension number and can be used to make and receive your calls. When you close Phone Manager you are loggedoff and the phone used reverts to its default base extension number.

Note: If you have a phone extension, while logged on at another extension, your normal extension shows NoUser anddoesn't receive your calls. After logging off, your normal extension should return to operation unless you have been set toforced login by your System Administrator or someone else has logged in at your normal extension.

To start Phone Manager when working in Agent Mode:

1.Click Start > Programs > IP Office > Phone Manager. The IP Office Phone Manager Login window opens.

2.In the User Name\Extn field, type your extension number or user name. The user name is case sensitive.Alternatively, click User List to open the list of users on the currently selected IP Office system.

3.In the Password field, type your password if you have been given one by your system administrator.

· When using Phone Manager in agent mode to login at different extensions, we recommend that RememberPassword is not selected. If selected, when starting Phone Manager it will login using the previously used settingswithout displaying the Login screen as above. This makes it difficult to access the extension to which you want tolog on when starting Phone Manager without first logging on at one base extension and then using File | Login toaccess the settings again and change base extension.

4.The field Unit Name\IP Address contains the IP address of the IP Office System. Click Browse to select a differentsystem.

5.Click Expand to show the Agent Mode details.

6.If you want to login at a different extension from your own extension number, select Login/Logout.

7.Enter the base extension number of the extension at which you want to login and receive/make your calls.

8.Click OK.

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1.3.2 Telecommuter ModeAs normal, Phone Manager is used for call control and information over a data connection to the IP Office, with the speechpart of those calls being carried on a separate parallel voice call connection. IP Office 4.1 and Phone Manager 4.1+support Telecommuter mode, which allows the speech connection to be a remote phone location not on the IP Office. Useof this mode is can be assigned to users in the IP Office 4.1+ configuration by the System Administrator.

When users of this mode start Phone Manager, they are asked for their location, this is either Internal or Remote.

· Internal is used when you are at your normal IP Office extension. In this state your extension and Phone Manageroperate in the same way as for other internal Phone Manager users.

· Remote is used for when you are at an external location from which they have a data connection for your PhoneManager to the IP Office and a phone on which you can make and receive call. You can specify the remote locationnumber when logging in or use a previously save location number. The remote phone number used must be one thatcan be dialed directly from the IP Office, for example not via any switch board, receptionist or auto attendant service.Your normal IP Office call restrictions are applied if any and any external dialing prefix must be included if used on theIP Office.

While logged in to Phone Manager as a remote telecommuter:

· Outgoing calls to an internal IP Office number or to collect voicemail are started using Phone Manager. It signals to theIP Office which connects a call to the remote location number and then to the internal number required.

· Outgoing calls to a number external to the IP Office are also started using Phone Manager. It signals the IP Office whichconnects a call to the remote location number and then a call from the IP Office to the required external number as if ithad been dialed from your normal IP Office extension. This will also be subject to your IP Office user dialing restrictions,if any.

· Incoming calls to the user's normal IP Office extension are redirected to the remote location number and accompaniedby the caller details in Phone Manager call details display.

· Your normal internal IP Office extension is logged off while in Telecommuter mode. When you close Phone Manager youwill be logged back into your extension unless you are set to forced login or another user has logged in at the extension.

· Note that accessing IP Office short code features using dialing digits is not supported.

· The remote location phone is assumed to be a single line phone. If call waiting is enabled in your IP Office configurationit can be used for a single additional call when an existing call via the IP Office is connected.



Starting Phone Manager (Telecommuter Mode)

1.Ensure that your PC has a data connection to the network on which the IP Office is located.

2.Click Start > Programs > IP Office > Phone Manager.

3.If necessary complete the normal Phone Manager login details of your user name and extension. See Logging in toPhone Manager .

4.Once recognised as a telecommuter mode user, the following additional login menu is displayed.

· InternalSelect Internal if using your IP Office extension to receive and make calls. Select Remote if at a remote locationbut have access to a phone with a direct number.

· RemoteSelect Remote if you are at an external remote location at which you also have a direct phone number available touse at the same time as a data connection to the IP Office. Use the drop-down list to retrieve previously savedremote location details, otherwise enter a new set of details and then click Save Profile.

· NameThe Name is just used to identify the settings if you save them.

· NumberThis must be as it would be dialed from your IP Office extension, for example including any external dialingprefix. It must be a number that can be called direct from the IP Office, not via any switch board, receptionistor auto attendant. It will be subject to any call barring and other controls applied to you when dialing fromyour IP Office extension.

· Continuous ModeThis mode controls how you should use the connection from the IP Office to the remote location.

· OffIf Continuous Mode is not selected, the IP Office will only call the remote location number when required, thatis when making or receiving an IP Office call. For example when making a call using Phone Manager, the IPOffice will call the remote location, when answered it will make another call using the number requested inPhone Manager. You can end the call through either Phone Manager or by replacing the handset.

· In this mode, it is possible for the remote location phone to make and receive non-IP Office calls. IP Officecalls can be distinguished by their indication in the Phone Manager call details display.

· Calls will not succeed if the IP Office detects that a trunk using analog loop start or analog loop startemulation is being used.

· Pages calls are not redirected. Intercom and dial direct calls are redirected as normal calls.

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· OnIf Continuous Mode is selected, once you complete the Phone Manager login, the IP Office will call the remotelocation number and when answered you should leave the connection open (off-hook). This will occur as part ofeither the test call if requested or after you click OK. Phone Manager is then used exclusively to make and answercalls, with the IP Office connecting the speech path to the remote location phone handset as and when required.

· This option should be used whenever analog loop start trunks or analog loop start emulation trunks areinvolved or suspected to be involved. This may include cellular phones connected to cellular gateways onanalog trunks.

· In this mode, if the continuous call is ended while there are parked or held calls, whether a new call isestablished when using Phone Manager to unhold/unpark the calls depends on a number of factors and maynot always work.

· Request Test CallIf selected, the IP Office will attempt to make a test call to the remote location number. This option is greyed out if Continuous Mode is selected.

10.Click OK.

· If Continuous Mode was selected, the phone should ring and when answered you should be able to hear the IP

Office's music on hold. Click to end that call from the IP Office. DO NOT REPLACE THE PHONE HANDSET.

· If Request Test Call was selected the phone should ring. Answer the call. Phone Manager will show a messageasking if the call was received. Click Yes to complete the login, click No to return to the login details. If the IP Officewas unable to make the call, Phone Manager will display the possible reason. For example "Call Not answered" or"Outgoing call barred".

11.Once successfully logged in, use Phone Manager to make and answer IP Office calls.



1.3.3 The User List WindowThe User Name\Extn field in the Login window can be completed by selecting the details from a list.

To open the User List window:

1.At the Login window, click User List. The User List window opens.

2.Start typing the name or number in the appropriate field. Only the matching entries are listed.

3.Click the required entry. The Name and Number fields are completed.

4.Click OK to return to the Login window. The details you selected are entered in the User Name\Extn field.


1.3.4 Selecting a Different IP Office Control UnitWhen the Browse button is clicked in the Login window, the IP Office Control Units window opens. If there is more thanone IP Office system available you can select the control unit to be used.

To select a different IP Office Control Unit:

1.Click the IP Office Control Unit in the listing.

2.Click OK. If the required IP Office system is not listed contact your system administrator.



1.3.5 Change PasswordThe File | Change Password option (Phone Manager 4.2+) allows you to change your IP Office user password. This isthe password used by IP Office user applications such as the Phone Manager, SoftConsole and IP Office TAPI to connect tothe IP Office.

By default this password is blank and cannot be changed. However, if the System Administrator has assigned you apassword, you can change it using Phone Manager.

· Note: This is a not the password used for your voicemail mailbox. Nor is it the login code used for phone login orhot desking.

1.Select File and then Change Password.

2.Enter your current password and then enter and confirm the new password. Passwords can be up to 31 numbercharacters.


Main Window

Chapter 2.


2. Main WindowThe appearance of the main window depends on the licencing and configuration settings applied. The Title Bar indicateswhich version of Phone Manager is being used. In the example, the version being used is Phone Manager Pro. In eachPhone Manager version the basic areas are the same. For more information, see Phone Manager Feature Comparison .

The Phone Manager main screen is divided into the follow areas:

· Title BarThe Title Bar contains the Phone Manager version. The name of the user is inside a pair of square brackets. If the titlebar only contains the words 'Phone Manager' it is not connected to the IP Office.

· Menu BarAt the top of the screen is the main menu bar. Each menu contains commands and actions, some items are onlyaccessible when the right conditions occur. Each menu can be opened by clicking the menu button. You can also openthe menu by pressing ALT and the underlined letter for the required menu. For example, press ALT+A to open theActions menu.

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Main Window:

The options available in each menu are:

· FileFrom the File menu you can save or load a personal profile, login as a different user, configure your directory or exitPhone Manager.

· ViewSelect to run Phone Manager in full or compact mode. Also select the display language and whether to show or hide thetool bar. The Phone Manager skin can be changed from this menu and access to the preferences.

· ActionsThe Actions menu contains actions for call handling. Those that are unavailable can not be used in the current callsituation. Keyboard shortcuts for the functions are also shown.

· HelpAccess the help system and details about Avaya IP Office Phone Manager.

· Tool BarThe icons on the tool bar provide short cuts for options that are frequently used.

· Call DetailsThe Call Details area shows the current state of all active calls.

· Call HistoryA variety of information is shown in the Call History area. It is divided into different tabs. The tabs that are availabledepend on the configuration of your Phone Manager.

· Park SlotsThere are four slots available for parking calls. You might need to temporarily "park" a call to handle some other task,for example, receive a new call or deal with an interruption.

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2.1 The Call Details AreaThe Call Details pane contains details about the current state of all active calls.

The details shown are:

· Call Status IconThe icons indicate the status of a call at your extension. The Call Status display might not always match the display onthe telephone.

· = Your telephone is off hook/Calls you made.

· = The call that you are currently connected to.

· = The call is on hold.

· = The number you are trying to ring is engaged.

· = Indicates an incoming call to your extension.

· = Indicates a missed call.

· NumberEither the incoming telephone number or the telephone number being called is shown. In the example, the externaltelephone number is shown. If the call is an internal call just the extension number is shown.

· FromThis column shows the name that is associated with the number in the directory on the main system or your localdirectory. The local directory is only available in Phone Manager Pro.

· ToThis column shows the name that is associated with the called number in the directory on the main system or your localdirectory. The Local Directory is only available in Phone Manager Pro.

· TagText that was entered to identify the call.

· Advice of Charge: Phone Manager 4.0+The Advice of Charge field is only available in Phone Manager Pro. When there is information about the cost of anexternal call, the information is detailed in the Advice of Charge column. The heading is only visible when any detailsare available and is only available during a call. The details are not saved in the Call History area.


Main Window: The Call Details Area

2.2 The Call History PanelThe Call History area of the Phone Manager can show a variety of information. You can configure what is shown bychanging your preferences. For more information, see Changing General Phone Manager Settings .

The Call History tabs that are available to all Phone Manager versions are:

· Missed - Lists unanswered calls to your extension.

· All - List of all incoming, outgoing and missed calls.

· Messages - Displays the number of new messages in your voicemail box.

· Speed Dials - To store and create speed dial icons.

· Conference - Lists the members of a conference.

For Phone Manager Pro, the following tabs also appear in the Call History pane:

· In - Lists all calls received at your extension.

· Out - Lists all calls made from your extension.

· Status - The tab appears when a call is in progress or you are in Busy Wrap Up/Busy Not available.

· Voicemail - During a call to your voicemail box, a tab shows all your messages.

· Queue - Used to monitor hunt group queues.

· Door - Used to activate a door release.

· Script - Displays the text configured in the script file field in a directory entry.

· Account Codes - Displays icons for calls with accounts codes.

The In, Out, Missed and All tabs contain information about calls. The following options are available when you right-click acall:

· Call Number Back - Call the selected number. If the outbound prefix, for example 9, is not shown contact yoursystem administrator.

· Add to Directory - Automatically create a directory entry from the call information. For more information, seeManaging Directories .

· Add to Speed Dial - Automatically create a speed dial from the call information. For more information, see ViewingSpeed Dials .

· Add to Outlook - Automatically add the call information to the Outlook contacts folder. The 'Add to Outlook' optionrequires Microsoft Outlook to be installed on your computer and the correct configuration of MAPI. For moreinformation, see your system administrator.

· Copy - The 'Number' from the selected call is copied in to the clipboard.

· Delete Entry - The currently selected call is deleted from the call history.

· Clear Tab - All the call information listed in the current tab is cleared.

· Clear All tabs - All the call information listed in the In, Out, Missed and All tabs is cleared.

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2.3 The All TabThe All tab gives a list of all incoming, outgoing and missed calls at your extension.

The details that are shown can include the following:

Field Description

Call Status IconThe icon shows the type of call. = Outgoing call. = Incoming call. = Missed call.

Number Either the incoming telephone number or the telephone number that was called. If the call was aninternal call the extension number is listed.

From The name that is associated with the number by the phone system or by your Phone Manager directory (Phone Manager Pro/PC Softphone only).

To The name that is associated with the number by the phone system or by your Phone Manager directory (Phone Manager Pro/PC Softphone only).

Tag Text that was entered to identify the call. Any calls that you annotate have the text recorded inthis area.

This field is also used to display any account code entered during the call or when making thecall.

Date & Time The date and time of the call.

Hold Time The length of time that the call was on hold if any.

Call Duration The total length of time that the call lasted.

If the tab is not visible it may need to be selected through your Phone Manager preferences, see Changing GeneralSettings .

Only calls that occur while Phone Manager is running are listed up to a maximum of 100 calls. When the maximumcapacity is reached, the oldest record is deleted when a new record is added.

Right-click the details of a call to view a list of options. You can double-click a call to return a missed call.

Note that for calls details that include an account code, the account code is not reused when you use the call details tomake a call.

If you are using Phone Manager Pro, the In and Out tabs might contain details about calls that have been deletedfrom the All tab.

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Main Window: The All Tab

2.4 The In TabThe In tab lists the calls received at your extension. Only available in Phone Manager Pro and Phone Manager Pro PCSoftphone.


Field Description














2.5 The Out TabThe Out tab lists all the calls made from your extension. This might be a call manually dialed using the handset or dialedusing Phone Manager. Only available in Phone Manager Pro and Phone Manager Pro PC Softphone.


Field Description














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2.6 The Missed TabThe Missed tab lists the unanswered incoming calls to your extension.


Field Description














2.7 The Messages TabThe Messages tab indicates the number of new messages in your voicemail box. The Messages tab also lists messages forany hunt group from which you receive voicemail ringback.

The number of new, old and saved messages for each mailbox is listed. The message boxes listed can be your personalvoicemail box and, if available, the voicemail box for the hunt group of which you are a member.

You can open a message box by double-clicking the mailbox name. For more information, see Listening to your Messages.

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Main Window: The Messages Tab

2.8 The Speed Dials TabThe Speed Dials tab is used to save regularly used internal and external numbers for future use. For more information,see Using a Speed Dial .

The following options are available when you right-click within the Speed Dial window part of the tab:

· NewCreate your own speed dial. For more information, see Creating a Speed Dial .

· Add userAutomatically creates a speed dial from an IP Office Directory on your system. When you select Add User, the SpeedDial Add User window opens. For more information, see Creating a Speed Dial .

· DeleteRemoves the selected speed dial.

· ViewAllows you to change the size of the speed dial icons.

· ImportImport the speed dial icons.

· ExportExport the speed dials icons. The speed dials are saved in a file called Speeddials.CSV. The file location is MyDocuments\Avaya\IP 400\PhoneManager. The file name and location can be changed if required.

· Show Phone DialerIf the Phone Dialer is unavailable you can show the Phone Dialer by selecting this option. To hide the Phone Dialer,right-click in the Phone Dialer part of the tab and select Hide Phone Dialer.

The following icons are used. For internal user numbers, the icon may also indicate the current status of the user.

Internal User

Busy Do Not Disturb

New Voicemail Message Not logged into LCS

Divert Logged into LCS

External Numbers

Work Home

Mobile Fax

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The following options are available when you right-click over a speed dial.

· CallSelect the number from the speed dial entry you want to call. You can select from Work Phone, Home Phone, Mobile orFax.

· EditAmend the details in an existing speed dial. For more information, see Editing a Speed Dial .

· Default NumberAllows you to select the default number called when the speed dial is double-clicked. This icon changes to reflect thedefault number selected. This option is only available for external speed dials. If the outbound prefix, for example 9, isnot shown contact your system administrator.

· Park ForThe option only becomes active when an extension dialed is busy. Once the busy speed dial extension dialed is free acallback is made to the Phone Manager and the call is tagged as (free).

The Speed Dial tab also contains the Phone Dialer. The Phone Dialer is used to dial from the Phone Manager application.

To turn the Phone Dialer on:

1.Right-click in the Speed Dials window and select Show Phone Dialer.

To make a call using the Phone Dialer:

1.Click in the Number field and enter the telephone number by:

· using your keyboard.

· clicking the numbered buttons in the Phone Dialer.

2.Click Dial and pick up your telephone handset.

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Main Window: The Speed Dials Tab

2.9 The Voicemail TabOnly available in Phone Manager Pro with Voicemail Pro.

The Voicemail tab lists all new, old and saved messages.

If you are using Phone Manager Pro with Voicemail Pro in IP Office or Intuity mode you can listen to a specific message.

1.Click the Voicemail tab. All your messages are listed. The icon indicates whether the message has been read or not.The colour of the icon also indicates the type of voicemail message.

· Light Brown = Normal message.

· Red = Priority message.

· Black = Private message.

· Blue = Priority and Private message.

· Black = Saved message. Saved messages are not automatically deleted. Other message types may beautomatically deleted after a period of time.

2.To listen to a message double-click on it. You can also right-click on a selected message and select an action:

· Delete Delete the message from the mailbox. Deleted messages cannot be retrieved.

· Call Number Back If the message includes the caller's number, you can call them using that number.

· Forward (Phone Manager 4.2+) Forward the message to the mailbox of another user or hunt group via a Select User menu.

3.The icons at the base of the tab can also be used to control the playback of messages.

= Previous message. = Next message.

= Go back 5 seconds. = Go forwards 5 seconds.

= Play selected message. = Pause.

= Delete selected message. = Marked message as saved.

= Playback saved messages.


2.10 The Account Codes TabOnly available in Phone Manager Pro versions.

You can assign system account codes to calls, either when making the call or during existing calls. Each icon on the tabcan store a name, an account code and an optional telephone number. The account codes are selected from thoseavailable on the telephone system.

If the Account Codes tab is not visible and you are using Phone Manager Pro, you need to select to show account codes.For more information, see Changing General Phone Manager Settings .

The tab shows two types of icon:

· Account Code Without NumberAn account code speed dial without a telephone number. Double-click to apply the associated account code to a callwhen the call is active. For more information, see Creating an Account Code Speed Dial .

· Account Code With NumberAn account code speed dial with a telephone number. Double-click to make a call to the stored number or to applythe associated account code to an existing call. For more information, see Creating an Account Code Speed Dial .

The following options are then available when you right-click on the tab or over a particular icon:

· Call - Call the number stored in the icon.

· Select - Apply the account code stored in the icon to the current call. When selected a window opens asking 'AssociateAccount Code **** with current call?' If the account code is the correct one, click Yes to assign the account code.

· New - Create a new icon. For more information, see Creating an Account Code Speed Dial .

· Edit - Edit an existing icon. The Account Code Speed Dial window opens. Make the required changes and press OK tosave the changes.

· Delete - Delete an existing icon. The delete option is only available when you right-click over an icon. The selected iconis deleted when the delete option is selected.

· Small - Display the icons in small or large form.

· Export - Export the account code speed dials icons.The speed dials are saved in a file called AccountCodeSpeeddials.CSV. The file location is My Documents\Avaya\IP 400\PhoneManager. The file name and location can be changed if required.

· Import - Import the account code speed dial icons.

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Main Window: The Account Codes Tab

2.11 The Queue TabPhone Manager Pro only.

When configured, the Queue tab is available in the Call History area. Up to two queues can be monitored. The monitorsindicate the number of calls currently queued for that hunt group. Each call held in a queue is indicated by a blue box.When the mouse pointer is moved over a Queue monitor the number of calls in the queue is displayed in the tool tip. Formore information, see Working with Queues .

You can select the hunt groups that you want to monitor. The hunt group must already exist on the system and must havequeuing enabled. For more information, see Selecting Queues to Monitor .

2.12 The Conference TabAfter creating a conference from your telephone, the Conference tab is available. The tab contains a listing of all themembers of the conference. For more information, see Creating a Conference Call .

To remove a member from the conference:

1.Right-click the name and select Hang Up.

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2.13 The Status TabOnly available in Phone Manager Pro versions.

The Status tab appears when you are on a call. It contains a call timer. When an incoming call has a script file configuredthe Script tab shows for the first 15 seconds after connection. For more information, see The Script Tab . If working inAgent Mode, the Status tab also appears when you go into Busy Wrap Up or Busy Not Available state.

Note

· If the Status tab does not come to the front when a call is answered, the Phone Manager settings need to be changed.For more information, see Changing General Phone Manager Options .

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Main Window: The Status Tab

2.14 The Script TabOnly available in Phone Manager Pro versions.

The Script tab appears when a Directory Entry matching the called number has a Script file associated.

The example shown only contains a company name, more information can be included. For example, a receptionist mightbe answering calls on behalf of more than one company. To ensure that the call is answered with the correct companyname a text file can be created with the company name and details. Phone Manager Pro can be configured to display thistext file whenever a call is received for that company.

To associate a script with an incoming number:

1.Create a .TXT file containing the information to be shown when the script is displayed. A script file can be created usingthe application Notepad.

2.In Phone Manager click File > Directory > New. The Directory Entry window opens.

3.Type the telephone or extension number in the Number field.

4.Type the name associated with the number in the Name field.

5.Click Browse for Script.

6.Select the required .TXT file and click Open. The file location is entered in the Script field.

7.Click OK.

8.Click Close. When a call is received on the number associated with the script, the Script tab opens in the Call Historypane. The text within the script is displayed.

Note

· The Status tab automatically comes to the front 15 seconds after displaying the Script tab. If you want the script toremain in view, clear the Show Status option. For more information, see Changing General Phone Manager Settings.

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2.15 The Door TabOnly available in Phone Manager Pro versions.

If the Door tab is available in the Call History area, you can 'unlock' a door by clicking the relevant door button. The relayis pulsed open for 5 seconds. The door buttons are only available when they have been configured. For more information,see Activating the Door Release Buttons .

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Call Handling

Chapter 3.


3. Call HandlingYou can use Phone Manager to handle incoming and outgoing telephone calls. The call handling areas covered are:

· Answering a Call.

· Making a Call.

· Ending a Call.

· Call back a Missed Call.

· Holding a Call.

· Parking a Call.

· Recording a Call.

· Working with Queues.

· Transferring a Call.

· Making a Consultation Call.

· Transferring a Call Unsupervised.

· Transferring a Caller to Voicemail.

· Reclaiming a Call.

· Creating a Conference Call.

· Using Account Codes.

· Creating an Account Code Speed Dial.

· Working with PIN Restrictions.

· Listening to Messages.

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Call Handling:

3.1 Answering a CallYou are notified that there is an incoming call to be answered by:

· Phone Manager Pro pops to the front of your screen.

· There is a ringing sound from your PC speakers.

· The Phone Manager Pro Task Bar Icon is flashing.

· Your telephone is ringing.

There are several ways to answer the call.

To answer a call:

1.Pick up the handset on your telephone.

The following ways to answer a call are only available if Phone Manager is configured for Off Hook Operation. For moreinformation, see Selecting Telephone Controls .

· Click The button is labeled 'Answer Incoming \ Waiting Call'.

· Press Enter on your keyboard.

· Click Actions > Answer.

When a call is answered the call is shown in the Call Details panel. The call status is shown as .

During a call the Status tab might show. For more information, see The Status Tab .

When you are on a call, you are notified that there is a call waiting if the Call Waiting option is active. For moreinformation, see Selecting Telephone Controls .

To answer a waiting call:

1.To answer the waiting call, click . You are connected to the new caller. The original caller is put on hold.

2.When you have finished the call, click .

3.Your original call is still being held. To return to the original call, click the call in the Call Details area.

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3.2 Making a CallYou can make a call from the associated physical telephone. When you use Phone Manager to make a call, there areseveral methods.

To make a call using Phone Manager:

· Dial the number required using the phone dialer section in the Speed Dials tab.

· Pick up the handset and then double-click a speed dial icon. For more information, see Using a Speed Dial .

· Click and use the Call window .

· Press F1 and use the Call window .

· Click Actions > Call and use the Call window .

Notes

· If a call to an internal user is not answered and the user has voicemail enabled, you may be prompted to leave amessage. When you have finished the call, the call information is listed in Call History under the Out tab . Double-click the call information to redial the number.

· If you are dialing a busy extension from your handset and your call does not go through to voicemail the Ringbackicon is available. Click this to set a ringback. When the destination becomes free your telephone will alert if also free. Ifyou answer the ringback call a new call is automatically placed to the original destination. If you don't answer theringback it is canceled.

· Do not use spaces when typing the telephone number. For example, type 123456 not 123 456.

3.3 Ending a CallWhen you have finished your conversation or left a voicemail message you need to end the call. There are several ways toend a call.

To end a call:

· Click Hangup - Current call.

· Replace the handset.

· Press End on your keyboard.

Note

· If a wrong number is dialed, or the unobtainable tone returned, you can not use the Hangup button to end a call, as youare not connected to a call. Use your telephone handset to clear your extension and use either the telephone or PhoneManager to re-dial the number.

3.4 Call Back a Missed CallIf a call is not answered within the No Answer Time, the incoming call is shown in Call History under the Missed tab. Formore information, see The Missed Tab .

To callback a missed call:

1.Click the Missed tab.

2.Double-click the call to return the call. If the outbound prefix is not shown contact your system administrator.

If the caller has left a voicemail message, the Messages tab in the Call History pane indicates you have a new message.For more information, see Listening to your Messages .

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Call Handling: Call Back a Missed Call

3.5 Using the Call Window

When you click , press F1 or click Actions > Call, the Call window opens.

To use the Call screen:

1.Select the directory you want to search. You can select more than one directory. The directories are a list of names andnumbers configured on the IP Office. If you are using Phone Manager Pro, the directories contain the names andnumbers configured in your own personal directory.

2.Start typing the name in the Name field. The entries that match the text entered are shown. When the required numbercan be seen in the listing, click the number once. The number is transferred to the Number field.

· Text entered in the Tag field is added to the outgoing call and may be displayed on the receiving phone if it has asuitable display. This option is only available for internal calls.

· When a single internal number is matched, the icon displayed will indicate the status of the user. If the busy icon

is shown, you can select a number of additional actions:

· RingbackThis button sets a Ring Back When Free on the user. When the user becomes free, your telephone will becalled back. If the Ringback call is answered a new call is automatically placed on the destinationextension. If the Ringback is not answered the call is canceled.

· VoicemailThis button calls the voicemail mailbox of the user to leave a message rather than calling the user direct.

3.Click Call to call the selected number.


3.6 Holding a CallA call can be put on hold so that you can perform another task.

When a call is on hold the call has the call status icon next to the number, as shown in the example. The time a callremains on hold if you are free, is controlled by the telephone system. The default setting is 15 seconds. For moreinformation on how to configure this option see your system administrator.

To place the current connected call on hold:

1.Click . Alternatively, press F4.

To take a call off hold:

1.Click the call in the Call details area.

If you have a call on hold and start to make another call and change your mind, you can use Clear to cancel the outgoingcall.

To Clear a Call:

1.Click Actions > Clear. Alternatively, press ESC on your keyboard.


Call Handling: Holding a Call

3.7 Parking a CallYou might need to temporarily "park" a call to handle some other task. For example, an incoming caller needs to speak tosomeone urgently but they cannot be found. The call can be parked, the person found and the call can then betransferred. To help control this scenario efficiently there are four park slots that can be used by any user on the system.When a caller is "parked" the call is put on hold. Calls remain parked for a specific length of time before being returned tothe operator. For more information on the park time, see your system administrator.

You can park a call or you can tag a park slot and then park a call. When a call is parked you can not add a tag to the parkslot.

To park a call:

1.Click a vacant park slot button to park the call. The parked call is highlighted and contains information regarding thecall, for example the source number of the call.

You can identify a parked call with a text description. The description is shown instead of the call's source number. This isknown as tagging.

To tag and park a call:

1.Right-click a vacant park slot button. The Call Tag window opens.

2.Type the description. In the example 'Paul Smith', the name of the caller, is entered.

3.Click OK. The call is parked and the description appears on the Park button.

To collect a parked call:

1.Click the park button displaying the parked call in the Call Park area. You are connected to original caller.Alternatively, click Actions > Park/Unpark.


3.8 Recording a CallRecordings are only supported when Voicemail Pro is installed and you are operating in Agent Mode. For more information,see Agent Mode Operation .

You can record your calls, either the complete call or just part of the call. When you start to record your conversation awarning that the call is being recorded might be played before the start of the recording. If Advice of Call Recording isrequired, consult your system administrator.

If you put the call on hold or park the call, the recording will be paused. When you connect to the call again the recordingwill resume. If you are recording a conference call, the recording is continues when another caller is added to theconference.

Recordings stop when you end the call. Call recordings are saved in a voicemail box. The mailbox can be either your ownor one that is specified in IP Office Manager. For more information, see your system administrator.

To record the current call conversation:

1.Click Start Recording.Alternatively, click Actions > Start Recording or press F5.

To finish recording:

1.Click Stop Recording.

Alternatively, click Actions > Stop Recording or press F5.

Warning - Refer to your local regulations in relation to recording calls. If Advice of Call Recording (AOCR) isrequired, see your system administrator.

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Call Handling: Recording a Call

3.9 Working with QueuesPhone Manager Pro only.

Calls to a hunt group are held in a queue when all available extensions that are members of the hunt group are busy orringing. If you are a member of a hunt group you are automatically presented with calls to the group. The name of thehunt group is shown in the To field in Call Status.

For example, a company provides a customer query number. There are 4 people who answer customer queries. A huntgroup is created called 'CustomerHelp' containing the 4 extension numbers. All calls to the customer query number arepresented to the CustomerHelp hunt group. A caller using the customer query number rings any free extension in the huntgroup. If all 4 extensions are already ringing or on a call, the incoming call is put into a queue. When any extension in theCustomerHelp hunt group becomes free, the longest held queued call is presented to the free extension.

In Phone Manager Pro, you can also monitor the number of calls being held in a queue for a particular hunt group. You donot have to be a member of the hunt group to monitor the number of calls being held in a queue. You can select two huntgroups to monitor. The hunt group must already exist on the System and must have queuing enabled. For moreinformation, see Selecting Queues to Monitor .

When you have selected the queues that you want to monitor the Queue tab appears in the Call History panel. Themonitors are used to indicate the number of calls currently queued for the configured hunt groups. Each call held in aqueue is indicated by a blue box. When the mouse pointer is moved over a Queue monitor the number of calls in thequeue is displayed in the tool tip. In the example there are 3 calls in a queue for the hunt group called CustomerHelp.

If you are a member of a Hunt Group a queued call is automatically presented in Call Status. The name of the Hunt Groupis shown in the To field. The call can be answered in the normal way.

To answer a call in a specific queue:

1.Click the Queue tab in the Call History panel. The queues that you are monitoring are visible.

2.Click the Queue Name. The details of the call in the queue is presented to you

3.Answer the call in the normal way.

You can also answer a queued call by selecting either PickupQueue1 or PickupQueue2 from the Actions menu.

To refuse a queued call:

1.If you click on the wrong Queue or are presented with a queued call that you cannot deal with you can use the Clear(Esc) function to refuse the call and return it to the queue.

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3.10 Transferring Calls

When you are connected to a call and you click or press F2, the Transfer window opens.

To use the Transfer screen:

1.Select the directory you want to search. You can select more than one directory. The directories are a list of names andnumbers configured on the IP Office. If you are using Phone Manager Pro the directories contain the names andnumbers configured in your own personal directory.

2.Start typing the name in the Name field. The entries that match the text entered are shown. When the required numbercan be seen in the listing, click the number once. The number is transferred to the Number field.

3.(Optional) Type a Tag message. Text entered in the Tag Field is added to the outgoing call. The Tag feature is onlyavailable for internal calls.

4.Click Blind Transfer. The Blind Transfer button transfers the call to the destination entered in the Number field withoutwaiting for the destination to be answered.


Call Handling: Transferring Calls

3.10.1 Making a Consultation CallYou can transfer a call to an internal or external telephone number. When you need to talk to a user to verify that they arefree to accept a transferred call, you need to make a consultation call. This is called a supervised transfer. You can onlyuse this method to transfer calls you have answered.

To make a consultation call:

1.Click or press F2. The Transfer window opens. For more information, see The Transfer Window .

2.Type the transfer number into the Number box.

3.Click Transfer or press Enter. The original call is put on hold. Once the call is answered you can talk with the transfertarget.

· You can toggle between the two calls. In the Call Details area of the main window both calls can be seen, as shown inthe example. The call status icon shows the call that you are currently connected to. To talk to the other caller,

double-click their extension number. Their call status changes from being on hold to being your current call.

4.To transfer the call, ensure that the call to the transfer destination is highlighted and then click or press Home.

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3.10.2 Transferring a Call UnsupervisedYou can transfer a call without waiting for a response from the destination number. Calls can be answered and thentransferred or you can transfer a call without answering it. You can only transfer a call without answering the call if youare using Phone Manager Pro.

To transfer a call unsupervised:

1.Answer the incoming call.

2.Click . Alternatively, press F2 or click Actions > Transfer. The Transfer window opens. For more information, seeThe Transfer Window .

3.Type the transfer number into the Number box.

4.Click the Blind Transfer button before the call is answered.

If you use Phone Manager Pro you can use the Drag and Drop feature to transfer calls. You can answer the call and thentransfer it or you can transfer the call without answering it. You must have a speed dial associated with the destinationnumber before you can use either method to transfer a call. For more information, see Creating a Speed Dial .

To transfer a call using drag and drop:

1.Answer the incoming call.

2.Click the Speed Dial Tab in the Call History area.

3.Drag the call from the Call Details area and drop it on the destination speed dial.

If you recognize a calling name or number of an incoming call you can transfer the call without answering the call. Youmust have a speed dial associated with the destination number. For more information, see Creating a Speed Dial .

To transfer a call without answering the call:

1.Click the Speed Dial tab.

2.Drag and drop the speed dial associated with the destination number over the incoming call. In the example theincoming call from extension 210 has not been answered. The speed dial associated with extension 280 is dragged overthe incoming call. When the speed dial is dropped, extension 210 is connected to extension 280.

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Call Handling: Transferring Calls

3.10.3 Transferring a Caller to VoicemailIf a caller wants to leave a message for a user, you can transfer the caller directly to voicemail.

To transfer a call to Voicemail:

1.Click .Alternatively, press F2 or click Actions > Transfer. The Transfer window opens. For more information, see TheTransfer Window .

2.Type the transfer number or select from the directory.

3.Click the Voicemail button. The caller is transferred to voicemail.

3.10.4 Reclaiming a CallAfter you have transferred a call to another number you can reclaim the call back to your own telephone. You can onlyreclaim a call that has not been answered.

To reclaim a call:

1.Click Actions > Reclaim. Alternatively, press Subtract on your keyboard.

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3.11 Creating a Conference CallAs a Phone Manager user, you can create conferences. If you have access to IP Office Conferencing Center you can startConferencing Scheduler from within Phone Manger. For more information, see Phone Manager and Conferencing Center.

You can create a conference call between callers and yourself.

To create a conference call:

1.Make an outgoing call or answer an incoming call.

2.Click to place the call on hold.

3.Make a call to a third party or answer another incoming call.

4.Place the current caller on hold.

5.Repeat steps 3 and 4 until all people that are to join the conference are on hold.

6.Click . The Conference tab appears in the Call History pane. For more information, see The Conference Tab .Alternatively, select Actions > Conference.

To create a conference call using Drag and drop:

1.Make an outgoing call or answer an incoming call.

2.Select the Speed Dial user you want to create a conference with.

3.Drag the Speed Dial to the Call Status area of Phone Manager. The Conference tab appears in the Call History paneand all parties are connected together. For more information, see The Conference Tab .

During a conference call you might want to include another person in the conference.

To add a caller to a conference:

1.When in a conference, click to put the conference on hold.

2.Make a call to the person who you want to include in the conference.

3.When the call is answered, click to place the caller on hold.

4.Click to re-join the conference and add the new person to the conference call.

To remove a member from a conference:

1.Click the Conference tab in the Call History area.

2.Right-click the conference member.

3.Select Hang-up.

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Call Handling: Creating a Conference Call

3.11.1 Phone Manager and Conferencing CenterPhone Manager can be integrated with IP Office Conferencing Center. You can book a conference and join a webconference when the applications are integrated.

To use the IP Office Conferencing Center system Internet Explorer 6.0 or above is required. It is only available ifpermission is specified by your system administrator.

To book a Conferencing Center conference:

1.Click . This automatically opens Internet Explorer.

2.Type your User ID and Password.

3.Click Login.

To join a Conferencing Center conference:

1.To join a conference click . This automatically opens Internet Explorer.

2.Type the Conference ID and PIN No as supplied by the host who booked the conference.

3.Click Login.


3.12 Using Account CodesAccount codes can be used to track calls to specific external numbers. For example, a solicitor's office might want torecord the amount of time spent on calls to a client for billing purposes. Each client is given an account code and that codeis used when making a call. For a list of valid account codes see your system administrator.

· A key feature of Phone Manager is that you can use text account codes rather than just numbers.

Account codes entered with calls are only recorded by the system if they match an account code already configured on thesystem.

To make a call using an account code:

1.Click Actions > Account Code. The Call window opens.

2.In the Account Code field select the code from the list to be assigned to the call. See your system administrator for a listof valid account codes.

3.Select the external number to call.

4.Click Call. The call is made.


Call Handling: Using Account Codes

If you receive the "Call Failed - Account Code Required" message whenever you make an outgoing call without an AccountCode this means your user account is configured to ensure that you always assign an account code to an outgoing call. Formore information, see your system administrator.

If the wrong account code is entered a warning message is given. The call continues to be processed without an accountcode. You can assign an account code during a call.

To assign an account code during a call:

1.During the call, click Actions > Account Code. The Account Code window opens.

2.Select the appropriate account code.

3.Click OK.


3.12.1 Creating an Account Code Speed DialOnly available in Phone Manager Pro versions.

Account code speed dials are grouped in the Call History panel in the Account Codes tab. For more information, see TheAccount Codes Tab . If the Account Code tab is not visible, Phone Manager needs to be configured. For moreinformation, see Changing General Phone Manager Settings .

To create an Account Code Speed Dial:

1.Click the Account Codes tab in the Call History area.

2.Right-click within the window.

3.Select New. The Account Code Speed Dial window opens.

4.Type the Name

5.(Optional) Type the telephone Number to be stored in the speed dial. If a telephone number is not entered you can usethe icon to apply the account code during a call.

6.Select the Account Code to be associated with the telephone number from the list. This option is unavailable if PINrestrictions are used.

7.Click OK.

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3.12.2 Working with PIN RestrictionsPhone Manager contains a feature called PIN Restrictions (Personal Identification Number). PIN restrictions work bymaking the caller enter a PIN before the call is connected. PIN restrictions can be associated with types of numbers beingdialed, for example international numbers. PIN restrictions are set by the system administrator through IP Office Manager.If PIN restrictions are applied, the account code features are unavailable.

PIN restrictions are performed when:

· Making a call.

· Using speed dials.

· Using account code speed dials.

To make a call:

1.Click . Alternatively, click Actions > Call.

2.Type the telephone number or extension in the Call screen.

3.Click the Call button. The PIN window opens.

4.Type your PIN. When a valid PIN is entered the call is connected. If an invalid PIN is entered an error message is shown.Re-enter the PIN as prompted. If the problem persists, contact your system administrator.

Note

· If you need to re-dial the number, you need to re-enter the valid PIN.


Speed Dial with PIN Restrictions.

You can create a speed dial with a PIN. When the speed dial is used if the PIN is valid the call is connected. When aninvalid PIN is entered an error message is shown and you are prompted to re-enter the PIN.

To create a Speed Dial:

1.Click the Speed Dials tab in the Call History area.

2.Select the Speed Dial Group to add the Speed Dial to.

3.Right-click within the selected Speed Dial Group window.

4.Select New > Speed Dial Group Member. The Speed Dial window opens.

5.Type the Name and required telephone numbers.

6.Click PIN. The PIN window opens.

7.Type the PIN to be associated with the telephone number. Confirm the PIN then click OK. The speed dial type is set asExternal.

8.Click OK.

9.Test the speed dial. If an invalid PIN was entered the message 'Call Failed - Account Code Required' is shown.




Voicemail

Chapter 4.


4. VoicemailThe Message tab lists the mailboxes for which you have been configured to receive message waiting notification to.The number of new, old and saved messages is shown for each mailbox. You can initiate a call to the mailbox by double-clicking on it or right-clicking and selecting Call Voicemail.

For Phone Manager Pro users, the Voicemail tab can be used to display the voicemail messages in a mailbox and tocontrol the playback of messages. You can select a specific message to be played. For more information, see Listening toyour Messages .

You can give a caller to your voicemail a choice of transferring to another telephone number or to leave a message. Callerscan be given up to 3 transfer locations. For example, you might record a message saying that if the caller presses 2 theyare transferred to your mobile number.

In Phone Manager you can record up to 9 Voicemail greetings. Specific greetings can be played depending on the call type.For example, when your extension is busy a caller can hear a specific message that you have recorded. For moreinformation, see Using Personal Greetings Overview.

Note

· If voicemail is unavailable on your extension, ensure that the voicemail option is selected. For more information, see Configuring the Voicemail Options .

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Voicemail:

4.1 Listening to your MessagesYou can listen to your messages using Phone Manager. Each message starts with a header, which contains details aboutwho the message is from and when it was left.

To collect your messages:

1.Click the Messages tab in the Call History pane. The number of new, old and saved messages for each mailbox is listed.The message boxes listed can be your personal voicemail box and, if available, the voicemail box for the hunt group ofwhich you are a member. For more information, see The Messages Tab .

2.Double-click on the message box you want to access. Alternatively, right-click the message box and select CallVoicemail.

· If your telephone is on-hook it rings when the voicemail server is contacted. Pick up your telephone handset.Depending on how your telephone is configured the speaker phone might automatically come on.

· If your telephone is in the Off-Hook state you are connected to the Voicemail server as soon as it is located.

3.If you are using your own extension, press #. Otherwise enter your extension number and press #.

4.Enter your voicemail password and press #. The Voicemail tab might come to the front of the Call History pane whenyou connect to your mailbox. For more information, see The Voicemail Tab .

5.When you have successfully logged in to your mailbox, you hear an announcement to tell you about the messages thatyou have. Press 2 to receive your messages. Follow the voice prompts to listen, save or delete your messages.

Note

· You might not need to enter your voicemail password. Your user details in IP Office Manager can be configured so youdo not have to enter a voicemail password when opening your mailbox using Phone Manager. For more information, seeyour system administrator.

· If you are using Phone Manager Pro with VoiceMail Pro in IP Office or Intuity mode you can use the control buttons tonavigate through the messages. The control buttons are on the Voicemail Tab. The Voicemail tab comes to the front ofthe Call History pane when you connect to your mailbox. For more information, see The Voicemail Tab .

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4.2 Outcalling ConfigurationPhone Manager Pro 4.2+ in conjunction with Voicemail Pro 4.2+.

Outcalling is supported by IP Office Voicemail Pro 4.0+ running in Intuity emulation mode. It allows the voicemail server tomake calls to alert you when your mailbox contains new messages.

You can configure your outcalling settings through your voicemail mailbox (select 6 and follow the spoken prompts).However Phone Manager Pro 4.2+ and Voicemail Pro 4.2+ allows you to visually configure the outcalling options used byyour mailbox.

Through Phone Manager you can define the following:

· Outcalling Destinations You can define up to 5 numbers as your possible destinations for outcalling. These are named Desk, Home,Mobile, Delegate and Other. You can then also combine those destinations into an Escalation List, a sequenceof destinations.

· How Long to Ring For each destination you can also set how long outcalling calls should ring. If the outcalling attempting isn'tanswered (see below for the definition of answered) within that time the outcalling call is disconnected.

· When to Use Outcalling You can use the times defined by your System Administrator, select continuous operation or select your own timesduring which different destination settings can be applied.

· What Messages to use Outcalling For You can select whether outcalling should be used for all your new messages or only those that have been markedas priority messages by the caller.

· How Often to Try Outcalling The System Administrator will have defined how often outcalling should be attempted until answered and the timedelay before each outcalling attempt. You can override this with your own retry settings if required.

If there is still no response to the outcalling notification after all the retries, the voicemail server will not try outcallingagain until another new message is received in the mailbox. Note that if another new message arrives while the voicemailserver is already going through a sequence of outcalling notification retires, that new message does not trigger anotherseries of outcalling attempts.

Answering Outcalling CallsWhen you receive an outcalling call from the voicemail server you will hear:

"This is IP Office. <your name>, you have new messages. To access your messages, please enter your extension number

and press hash. To avoid further notification of these messages, press * #".

If the mailbox is successfully accessed or *# is pressed, outcalling is completed and no further outcalling attempts aremade until the next new message arrives


Voicemail: Outcalling Configuration

Enabling Simple Outcalling

1.Click on or select View | Preferences.

2.Select the Voicemail tab.

3.Click on the Outcalling button. This button will be greyed out if your IP Office voicemail server is not a Voicemail Pro4.2+ server running in Intuity emulation mode.

4.The four drop-down list boxes next to Outcalling can be used to configure simple outcalling. Use these from left to rightas follows:

5.In the drop-down next to Outcalling select Enabled.

6.When In the next drop-down select when you want outcalling used. The options are:

· Any Time

· Prime Time, Peak Time These are time periods configured on the voicemail server by the System Administrator. When selected, theconfigured times are shown by Phone Manager.

· Own Time Configure you own times. See Setting Variable Outcalling Times and Destinations below.

7.Where In the next drop-down select the destination for the outcalling call from Desk, Home, Mobile, Delegate or Other. Ifyou have not already entered a number for the selected destination Phone Manager will prompt you to enter thedestination numbers.

· Number For external numbers remember to include any external dialing prefix used by your IP Office system. Typically thenumber should be the same as your would dial from your own extension.

· Timeout (minutes) For each number you can set how long the outcalling call should ring. For internal numbers the call outcalling callwill not be diverted to voicemail. On external numbers, if the number diverts to voicemail or similar after a periodof ringing, ensure that the Timeout is set to a period shorter than that period of ringing.

· Escalation List See Using an Escalation List below.

8.Why In the final drop-down list select the type of new message for which you want outcalling used. The options are For AllNew Messages or just For New Priority Messages.

Setting Variable Outcalling Times and DestinationsYou can configure outcalling to only be used at specific times for specific types of messages and to different destinations ateach time.

1.After enabling outcalling, select Own Time.

2.Using the rows A, B and C you can define different outcalling behaviour for each period.

3.For each period, configure the time when the period should start and then what outcalling should be used after thattime.

Adjusting the Outcalling Retry TimesOnce the voicemail server has started the outcalling process for a new message, it can repeat the outcalling untilanswered. You can use the Retry Times settings to adjust how many retries are attempted and the delay between eachretry attempt.

· System Use the retry settings as configured on the voicemail server by the System Administrator. Those settings are shownin the Number of Retires and Retry Times for information but cannot be changed.

· Personalized Replace the System values with your own retry times.

· Number of Retries When Personalized is selected, up to 10 retries can be chosen.

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· Retry Times These values set the interval between one notification attempt and the next (not including the actual outcallingringing time for the outcalling destination). The first 5 retries can be given varying intervals between 0 and 60minutes. To change a value click on it and enter the new value. When more than 5 retries are selected, the Defaultvalue is used for all retries after the fifth retry.

Using an Escalation ListInstead of a single number as a destination you can select a combination of the numbers you have defined as a sequenceto be called on each outcalling attempt and retry. You can include up to 9 numbers in the escalation list and you canrepeat the same numbers several times. For each entry in the list you can set a delay in minutes before outcalling call isattempted.

If multiple retries have been configured, the full escalation list must be completed before the delay before the next retrybegins.


Voicemail: Outcalling Configuration

4.3 Using Personal GreetingsOnly available in Phone Manager Pro versions with IP Office Voicemail Pro.

By default, callers who are directed to your mailbox hear the system greeting - "Your call is being answered by IP Office.<Name> is not available. To leave a message wait for the tone, ...". You can replace the default system greeting with agreeting that you have recorded.

You can record up to nine personal greetings. These are the greeting messages heard by callers when they are directed toyour voicemail. You can assign a different greeting for specific call situations. For example, you can assign differentvoicemail messages for calls received internally to those received from outside the company.

· Temporary GreetingA temporary greeting can be created and played for all call types. For example, a temporary greeting might be usedwhen you are away from the office, giving the caller an alternative contact person. If you are using a temporarygreeting, no other greetings are active.

· Personal GreetingsPersonal greetings are played when the temporary is not being used. If no personal greetings are applied callers whoare directed to your mailbox hear the default system greeting - "Your call is being answered by IP Office. <Name> isnot available. To leave a message wait for the tone, ...". Personal greetings can be created for certain call types. Forexample, if you are busy on a call anyone calling your extension can hear a personalised greeting stating that you areon a call, but are in the office. Personal greetings can be created for the call types:

· All Calls.

· Internal.

· External.

· No Answer.

· Busy.

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When you assign a personal greeting for more than one call type, the greeting used for any call is decided using an orderof priority. The priority order is shown in the flow chart.

There are two steps in using personal greetings:

1.Record the personal greeting. For more information, see Recording Greetings .

2.Assign the greeting. For more information, see Using Personal Greetings .

Note

· Not all options are configurable by all users. For more information, see your system administrator.

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Voicemail: Using Personal Greetings

4.3.1 Recording GreetingsYou can record a library of up to 9 of your own personal greetings. These are the greeting messages heard by callers whenthey are directed to your voicemail. You can then select which greeting to apply to different call types. You can listen to agreeting message that you have recorded and re-record the message at any time.

· A greeting must be longer than 3 seconds. The maximum length of a greeting is 120 seconds by default.

· Any greetings recorded using the telephone user interface are shown in the available greetings list. There is a durationlength of time shown, but no description. You can add a description to the recording, assign the greeting to a call type,or re-record the greeting.

To record a new personal greeting:

1. Click > Voicemail.Alternatively, click View > Preferences > Voicemail.

2. Click Configure Personal Greetings. The Configure Personal Greetings window opens.

3. The greetings are listed in the Available Greetings section.

Click any greeting button where there is no description or duration. The Record/Playback Greeting window opens.

4.You will record your message using your telephone handset. The extension field is automatically entered with theextension number that you used to log in to Phone Manager. Select the media type Telephony.

5.The greeting number is the greeting number you selected in the Personal Greetings window. Type a name for therecording in the Description field.

· A maximum of 20 characters can be entered as a description. If more characters are entered the description istruncated to 20 characters when shown in Configure Personal Greetings window.

6.Click to start recording your greeting. Your telephone rings once.

7.Pick up your telephone handset. A message is played 'record at the tone'. Start speaking your greeting at the tone.

8.Replace your handset or click when you have finished recording.


When you have recorded a greeting you can listen to the recording and re-recorded the greeting.

To listen to a greeting:

1.Open the Configure Personal Greetings window.

2.Click the Greeting button for the greeting that you want to listen to. The Record/Playback Greeting window opens.

3.Click to start playing the greeting.

4.Pick up your telephone handset when it rings. The greeting that you selected is played.

5.Replace your telephone handset when the greeting message finishes.

To re-record a greeting:

1.Open the Configure Personal Greetings window.

2.Click the Greeting button for the greeting that you want to re-record.

3.Click to start recording. Your telephone rings once.

4.Pick up your telephone handset. A message is played 'record at the tone'. Start speaking your new greeting at the tone.

5.Replace your handset or click when you have finished recording.

6.To listen to your new greeting click to play the recording.

7.Pick up your telephone handset when it rings. The greeting that you selected is played.

8.Replace your telephone handset when the greeting message finishes.



4.3.2 Assigning a Temporary GreetingIf you have recorded a greeting you can assign the greeting as a temporary voicemail greeting. For example, a temporarygreeting might be used when you are away from the office, giving the caller an alternative contact person. For moreinformation, see Recording Greetings .

When a temporary greeting is being used, no other greetings are active.

A temporary greeting can be selected for a certain number of days, the maximum number of days being 30. When youenter the number of days the end date is calculated and shown.

· If the number of days selected is between 1 and 30, the greeting is active for the selected number of days. When thenumber of days has expired your temporary greeting no longer works.

· If the number of days selected is 0, the selected greeting is your permanent greeting for all voicemail calls. Thetemporary greeting replaces the system default greeting.

To set a temporary greeting:

1.Click > Voicemail.Alternatively, click View > Preferences > Voicemail.

2.Click Configure Personal Greetings. The Personal Greetings window opens.

3.In the Temporary Greeting section, select the required greeting from the list.

· If you have recorded any greetings from an IP Office Intuity mode mailbox the greetings are listed with their durationbut no description.

4.Select the number of days that the greeting is to be used. The end date is automatically calculated.

5.Click OK to save your changes.

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4.3.3 Assigning Personal GreetingsWhen you assign a personal greeting for more than one call type, the greeting used for any call is decided using an orderof priority. For more information, see Using Personal Greetings .

To assign your personal greetings:

1.Click > Voicemail.Alternatively, click View > Preferences > Voicemail.

2.Click Configure Personal Greetings. The Personal Greetings window opens.

3.Select the required greeting from the list for the different call types.

· If you have recorded any greetings from an IP Office Intuity mode mailbox the greetings are listed with their durationbut no description.


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4.4 Personal Distribution Lists

A Personal Distribution List or PDL can only be used if your voicemail is in Intuity mode. A PDL is also known as a mailinglist.

A Personal Distribution list is used to store a set of mailbox numbers so that you can send a voice message to severalrecipients at the same time. This is useful if you often send messages to the same people, for example the members ofyour team. For more information, see Using a Personal Distribution list .

Your mailbox can have up to 20 PDLs associated with it. Each list can contain up to 360 mailbox numbers. Lists can beprivate or public. Private lists can be used only by you. Public lists can be used by other mailbox users when they forwarda message. However, public lists can not be modified by other users. For more information, see Creating a PersonalDistribution List .

You can view your PDLs and check how many members (mailbox numbers) each contains. You can modify your own listsby deleting or adding members. For more information, see Editing a Personal Distribution List . You can also createyour own list by importing the contents of a public list from another mailbox. For more information, see Creating aPersonal Distribution List .

4.4.1 Viewing a Personal Distribution ListWhen a PDL is created you can view the members of the list. You can view your own PDLs and any public lists that werecreated by other people.

To view the members of a PDL:

1.Click > Voicemail tab.

2.Click Configure Personal Distribution List button.

3.In the Select required mailbox field, click the mailbox that you want to view.

4.Click the PDL that you want to see the members of. The extension numbers are shown in the panel under the lists ofPDLs.

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4.4.2 Editing a Personal Distribution ListWhen you have created a PDL you can amend it at any time. New members can be added and members can be removedfrom the list. A public list created by someone else can only be changed by the person who created the list.

To amend the members of a PDL:

1.View the members of the PDL. For more information, see Viewing a Personal Distribution List .

2.Click Edit. The PDL members are copied to the panel on the right.

3.Members can be removed from the list.

· Right-click the extension number that you want to remove.

· Click Delete.

4.Members can be added to the list.

· Right-click in the blank area beneath the List name.

· Click Add.

· Click an extension number or name.

5.Click Update to save all your changes.

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Voicemail: Personal Distribution Lists

4.4.3 Creating a Personal Distribution ListPhone Manager Pro Only.

A Personal Distribution List (PDL) is a list of mailbox numbers that you can use to distribute messages to groups ofmailboxes. You can create a private list or create a list that is available to other users by making the list Public. Up to 20lists can be created with a maximum of 360 members per list.

To create a PDL:



3.From the list at the top left in the window, select your mailbox.

4.Type a List ID. The List ID is a number that you choose. The List ID is used to identify the PDL when sending amessage. For more information, see Using a Personal Distribution List .

5.Type a List Name. A descriptive name that will help you to identify the members of the PDL.

6.The mailbox extension numbers need to be added to the list.

· Right-click in the blank area beneath the List Name.

· Click Add.

· Click an extension number or name.

· Repeat until all the members of the list are added.

7.(Optional) Click Public.Check this box to make the selected list public. A public list can be viewed and used by any other Phone Manager user.

8.Click Create.Details of your PDL are shown in the left panel.

· If the message 'You can only create your own lists' is shown, click OK. Select your mailbox from the drop down list inthe top left of the window and click Create.

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You can add members from an existing list. This can either be all members from an existing list or individual membersmailboxes. You can use a private PDL or a public PDL to create a new list.

To create a new PDL from an existing PDL:



3.Select your mailbox from the drop down list at the top left in the window if you are using a private PDL. If you are usinga Public PDL, select the mailbox associated with the required PDL.

4.Click the PDL to be used. The members of the PDL are listed in the panel beneath the PDL lists.

5.Type a number in the List ID field for the PDL.

6.Type a name in the List Name field for the PDL.

7.Click to copy all the mailbox extension numbers to your new list

· Individual members from an existing list can be added to the new list. Select the member from the existing list anduse the adjacent to the member list window.

8.(Optional) Click Public.A public list can be viewed and used by any other (PDL) user. Select to make the list public.

9.Click Create.Your PDL is shown in the left panel.

· If the message 'You can only create your own lists' is shown, click OK. Select your mailbox from the list in the top leftof the window and click Create.


Voicemail: Personal Distribution Lists

4.4.4 Using a Personal Distribution ListWhen you have created a Personal Distribution List (PDL) you can use it to send a voice message to several recipients atthe same time. Before you send the message make a note of the list ID number that you want to use. If you are using apublic PDL make a note of the extension number of the PDL owner and the List ID.

To use a PDL you need to log in to your mailbox using your telephone.

To log in to your mailbox:

1.Pick up your telephone handset and dial *17 or use an alternative short code that is configured for your telephonesystem.

2.If you are dialing from your extension, press #. Otherwise enter your extension number and press #.

3.Enter your voicemail password and press #.

When you are logged in to your mailbox you can record a message and send it to the mailboxes that are listed in the PDL.

To send a message to the members of a private PDL:

1.Press 1 to record the message that you want sent to every one in the list.

2.After the tone, start recording your message.

3.Press # to finish recording. You are prompted to enter the extensions to send the message to. You are going to use aPDL that contains all the extensions.

4.Press *5. You are going to use a private PDL that you created.

5.Press #. Your name is announced and you are asked to enter the list identification.

6.Enter the List ID and press #. You are told the list number and the number of members in the list. You are prompted toenter the extension numbers. You are using a PDL that contains all the extensions.

7.Press #.

8.Press # to send the message. You hear a confirmation message that the delivery is scheduled. Your message is sent toall the extensions in the PDL.

To send a message to the members of a public PDL:

1.Press 1 to record the message that you want sent to every one in the list.

2.After the tone, start recording your message.

3.Press # to finish recording. You are prompted to enter the extensions to send the message to. You are going to use aPDL that contains all the extensions.

4.Press *5. You are going to use a public PDL that you did not created.

5.Enter the extension number of the Public PDL owner and press #. You hear the name of the mailbox owner and you areasked to enter the list identification.

6.Enter the list ID and press #. You are told the list number and the number of members in the list. You are prompted toenter the extension numbers. You are using a PDL that contains all the extensions.

7.Press #.



You can forward a message to the several mailboxes at the same time using a PDL. Messages marked as private by thesender cannot be forwarded.

To forward a message to the members of a PDL:

1.While you listen to the message, press 1.

2.Press 2 to forward the message with a comment. You are prompted to record your comment after the tone. Record yourcomment and press # to finish recording.

3.You are prompted to enter the extensions to send the message to. You are going to use a mailing list that contains allthe extensions. Press *5. You are going to use a mailing list that you created.

4.Press #. Your name is announced and you are asked to enter the list identification.

5.Enter the List ID and press #. You are told the list number and the number of members in the list. You are prompted toenter the extension numbers. You are using a PDL that contains all the extensions.

6.Press #.


4.4.5 Deleting a Personal Distribution ListA Personal Distribution List might no longer be used and needs to be removed from the listing.

To delete a PDL:



3.Select your mailbox from the list at the top left in the window.

4.Select the PDL to be deleted.

5.Click Delete.


Features

Chapter 5.


5. FeaturesThis section of the guide explains:

· Managing directoriesDirectory Entries store regularly dialed internal or external numbers. Directory Entries appear in the Call screen forquick dialing. For more information, see Managing Directories .

· Creating and using speed dialsYou can use speed dials to save regularly dialed internal and external numbers for future use. There are two types ofSpeed Dials: Internal where Tool Tips are shown and External. For more information, see Viewing Speed Dials .

· Setting an absent messageThe Absent Status feature assists internal callers when you are not at your desk. The information entered is shown ontheir Call screen when a call is made to your extension. For more information, see Setting an Absent Message .

· Finding out more about Phone ManagerYou can use the help files and learn more about using Phone Manager by viewing the tutorials. For more information,see Getting Help .

5.1 Getting HelpThe Help menu gives access to several help options:

· ContentsThis function opens the Phone Manager help system at the contents page.

· IndexThis function opens the search tool within the Phone Manager help system.

· About Phone ManagerThis displays the version of the Phone Manager application.

· Product TourThis option starts an interactive product tour. You can investigate and learn more about the Phone Manager application.

· Video TutorialsThis function lists several video tutorials. Each tutorial provides an interactive demonstration of the capabilities of thePhone Manager application.

· Check for UpdatesThis option is used to check for the latest updates for Phone Manager. The Check for Updates option is only available ifconfigured by your system maintainer. For more information, see your system administrator.

Further information about Avaya IP Office is available from www.avaya.com/support and also from www.avaya.com/ipoffice/knowledgebase.

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Features: Getting Help

5.2 Setting an Absent MessageThe Absent Status feature assists internal callers when you are not at your desk. The information you enter appears ontheir screen in the tag field when they make a call to your extension.

For telephones with suitable displays, the text is shown on the display of your telephone and on an internal caller'stelephone.

· If you have selected any of the forwarding options, the absent text is displayed to an internal caller. If the destinationextension also has absent text set your message is displayed unless the option Forward on Busy is selected. If Forwardon Busy is selected the absent text set for the destination extension is shown. The call is forwarded as set in yourforwarding options. For more information, see Setting your Forwarding Options .

To set an Absent Status:

1.Click Actions > Absent.Alternatively, press F6. The Absent Status window opens.

2.Select an Absent Message from the list. The options are:

· On Holiday until / On Vacation Until

· Will be back

· At lunch until

· Meeting until

· Please call

· Dont disturb

· With visitors until

· With Cust. til

· Back soon

· Back tomorrow

· Custom

3.With the exception of Back soon and Back tomorrow, additional text is required. For example, if the absent message "OnHoliday until" is selected you must add when you are back from holiday. Enter the text in the Absent Text field.

4.(Optional) Select the option Do Not Disturb or Forward Unconditional.If either of the options are selected the number that your calls are forwarded to must be configured. For moreinformation, see Setting you Forwarding Options .

5.Click OK.The Absent Message appears in the title bar of your Phone Manager. The message is also shown in the Call screen whena call is made to your extension.

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5.3 Managing DirectoriesOnly available in Phone Manager Pro versions.

Directory Entries store regularly dialed internal or external numbers for quick dialling. When you use the Call window youcan select to show the directory entries. For more information, see Using the Call Window .

Directory Entries can be used to match the Caller ID or DID of incoming calls to a name. When there is a match a mediafile can be played or a text file displayed. A text file is shown in the script Tab. Phone Manager attempts to match theincoming Caller ID first. If no match exists Phone Manager looks for a match to the DID. For more information, see TheScript Tab .

Any call you receive can be added to your personal directory. For more information, see Creating a Directory Entry froman Existing Call .

5.3.1 Creating a Personal DirectoryYou can create a personal directory of frequently used numbers. Each directory entry appears in the Call window for quickdialing. A maximum of 1000 entries can be added to the directory.

To open the Directory Configuration:

1.Click File > Directory.

These fields control the PBX Configuration.

· New - Click to create a new directory entry. For more information, see Adding a Directory Entry .

· Edit - Click to edit the selected directory entry.

· Import - Click this option to import an exported directory entry or correctly formatted CSV file.

· Export - Click this option to export your directory.

· Delete - Click a directory entry then click Delete. The directory entry selected is removed.

· Close - The Configure Directory Window is closed. Any changes made since the Configure Directory Window wasopened are saved.

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Features: Managing Directories

5.3.2 Adding a Directory EntryA new directory entry can be created. The entry is shown in the Call window when the Show Directory option is selected.For more information, see Using the Call Window .

To create a new directory entry:

1.Click File > Directory > New. The Directory Entry window opens.

2.Enter the telephone or extension number into the Number box.

3.Enter the name to be associated with the number into the Name box.

4.(Optional) Click Browse For Script to select a .txt or .rtf file. The file is shown when a call is made to the numberentered in the Number field. The text file shows in the Script tab when the Caller ID matches an incoming caller name.For more information, see The Script Tab .

5.(Optional) Click Browse for Media to select a media file. The file is played when a call is received from the numberentered. Phone Manager must be configured to play sounds. For more information, see Changing General PhoneManager Settings .

6.(Optional) Click Add to Speed to create a speed dial entry. Creating a speed dial with this method always adds thespeed dial to the My Speed Dial Group. For more information, see Creating a Speed Dial .

7.(Optional) Click New WAV to create a .WAV file in the Phone Manager Pro default directory. You need to have multimedia configured for your PC complete with a sound card installed complete with speakers and a microphone to record amedia file.

8.Click OK.

9.Click Close to exit the Configure Directory window. A new entry is not saved until you exit the Configure Directory

window.

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5.3.3 Creating a Directory Entry from an Existing CallAny call that is shown in the Call History area can be used to create a directory entry. Calls in the In, Out, Missed and Allpanes all contain information about calls.

To create a directory entry from an existing call:

1.Right-click the call in the Call History pane.

2.Click Add to Directory. The Directory Entry window opens.

3.(Optional) Make any changes required. You can also associate a script or media file to the directory entry.

4.Click OK.

5.Click Close to exit the Configure Directory window and save your changes.

5.3.4 Editing a Directory EntryA directory entry can be changed.

To edit a directory entry:

1.Click File > Directory > Edit. The Directory Entry window opens.

2.Edit the directory entry as required.

3.Click OK.

4.Click Close to exit the Configure Directory window.


Features: Managing Directories

5.4 Speed DialsSpeed dials save regularly used internal and external numbers for future use. For more information, see Using a SpeedDial .

Internal Speed DialsAn internal speed dial can also act as a busy lamp field, allowing you to see the status of your speed dial user.

Icon Description

NormalUser

A normal speed dial to another IP Office user.

InstantMessaging

The user is configured for Instant Messaging.

Busy The user is busy on a call.

Do NotDisturb

The user has set their do not disturb function. Calls to the user will go their voicemail if available orelse will get busy.

Forward The user is set to forward their calls.

NewVoicemails

The user has new voicemail messages. This option is not supported for remote users on an IPOffice small community network.

A Speed Dial icon can show multiple indicators, for example:

An internal speed dial where the user/extension is Busy and has a Voicemail message.

An internal speed dial where the user/extension is Busy, Do Not Disturb is on and the user/extensionhas a Voicemail message.

In addition to internal user speed dials being used as busy lamp fields, internal speed dials have tool tips that providestatus information about a speed dial user. The information displayed changes automatically depending on the status ofthe user/extension.

· Name The name of the user associated with the speed dial.

· Number The number of the user associated with the speed dial. If an internal user is added from the IP Office Directory aname is shown.

· Status The current status of the user. The status can be Idle, New Voicemail, Busy, DND, or Forward All. Multiple statusescan be shown.

· Presence The presence of a user in relation to a connection to the Instant Messaging. The status changes between Online and Offline to reflect the user's state and settings on the Microsoft Live Server.

· New Voicemail The number of new messages received by the speed dial user.

Notes

· If more than one speed dial is created for the same internal user, only one speed dial acts as a busy lamp field.

· In order for the busy lamp field feature to operate, your PC must be on the same physical LAN as the PBX. For moreinformation, see your system administrator.

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Features: Speed Dials

External Speed DialsThere are four types of external speed dials - Work Phone, Home Phone, Mobile and Fax. The speed dial shown changesbased on the default number selected.

Icon Description

WorkPhone

This icon is shown if the Work Phone is recognized as an external speed dial and is set as thedefault number.

HomePhone

This icon is shown if the Home Phone is selected as the default number.

MobileThis icon is shown if the Mobile is selected as the default number.

FaxThis icon is shown if the Fax is selected as the default number.


5.4.1 Using a Speed DialYou can use a speed dial to make a call to both internal and external numbers.

To use a Speed Dial to make a call:


2.Make a call by double-clicking the required speed dial.Alternatively, drag the speed dial icon onto the call status area.

3.The call shows in the call status area of the screen.

You can use a speed dial to make a call to a telephone number which is not the default speed dial number.

To select an alternative number:


2.Right-click the speed dial.

3.Click Call

4.Select the alternative number required - Work Phone, Home Phone, Mobile or Fax. Internal numbers cannot dial afax number.

5.4.2 Creating a Speed Dial GroupOnly available in Phone Manager Pro versions.

Speed dials can be organized into groups. There can be a maximum of 10 speed dial groups. Each group can contain amaximum of 100 speed dials.

To create a Speed Dial group:


2.Right-click in a speed dial tab.

3.Select New > Speed Dial Group.

4.Enter a name for the group in the Speed Dial Group window.

5.Click OK. A new speed dial group tab is created.



5.4.3 Creating a Speed DialThere are several ways to create a speed dial in Phone Manager. You can add a new Speed Dial Group member or addan internal user from the IP Office Directory. The directory lists all users connected to your IP Office telephone system.

To create a Speed Dial Group Member:

1.Click Speed Dials tab in the Call History area and select the Speed Dial Group to add the speed dial to.

2.Right-click within the selected speed dial group window.

3.Select New > Speed Dial Group Member. The Speed Dial window opens.

4.Enter a name into the Name field.

5.Enter the required telephone number in the Work Phone, Home Phone, Mobile and Fax fields. The fax field is onlyavailable when the speed dial type is external.

6.Check the Type of speed dial is correct.When Phone Manager recognizes a number as being internal, the speed dial type is automatically set as internal. If thenumber is recognized as external the speed dial is set as external. For example, the number would be recognized asbeing an external number if a 9 for external access was entered.

7.Select the Default Number for the speed dial.The option is only available if the type is external. The default number is the number dialed when the speed dial isdouble-clicked.

8.(Optional) Enter a PIN. For more information, see Working with Pin Restrictions .

9.Click OK.The new speed dial icon is added to the speed dial group tab selected.

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To add an internal user to a speed dial:

1.Click Speed Dials tab in the Call History area and select the Speed Dial Group to add the speed dial to.

2.Right-click within the selected speed dial group window.

3.Select New > Add user. The Speed Dial Add user window opens.

4.Start entering either the user name or extension number in the relevant field. Only the entries in the in the IP Officedirectory that match your input are shown. When you can see the user required, click the name. The name and numberfields are completed.

5.Click Add User. The new speed dial icon is added to the speed dial group tab you selected. The speed dial icon uses the name ratherthan the extension number.

Note

· If the user is configured for Instant Messaging, the speed dial icon is green. You have to restart Phone Manager for theInstant Messenger Speed Dial to take effect.



5.4.4 Editing a Speed DialSpeed dial details can be edited.

To edit a Speed Dial:


2.Select the Speed Dial Group that contains the speed dial.

3.Right-click the speed dial icon and select Edit. The Speed Dial window opens.

4.Make the changes as required.

5.Click OK.

Changing a Default Number

For external speed dial icons you can change the default number. The speed dial icon changes to indicate the new defaultnumber type.

To change the default number:

1.Click Speed Dials tab in the Call History area.

2.Right-click the speed dial containing the default number that you want to change.

3.Select Default Number. The current default number type is ticked. Select the new default number type for the SpeedDial.

4.The speed dial icon changes. The speed dial uses the default number associated with the number selected. For moreinformation, see Viewing Speed Dials .

5.4.5 Deleting a Speed DialSpeed dials that are no longer required can be removed.

To delete a Speed Dial:


2.Select the Speed Dial Group that contains the speed dial.

3.Right-click the speed dial icon.

4.Select Delete.

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Configuring Phone Manager

Chapter 6.


6. Configuring Phone Manager6.1 Changing Phone Manager SettingsThe Configuring Preference windows are used to change your personal settings. The preference tabs that are availabledepend on the Phone Manager version that you are using.

· Phone Manager OptionsSome Phone Manager options can be configured by the system administrator through the IP Office configuration. Thesystem administrator can select whether those options can be changed by the Phone Manager user. For moreinformation, see your system administrator.

Preference tabs that are available to all users of all versions are:

· Forwarding. For more information, see Setting your Forwarding Options .

· Do Not Disturb. For more information, see Setting Do Not Disturb .

· Voicemail. For more information, see Configuring the Voicemail Options .

· Telephone. For more information, Selecting Telephone Controls .

· Phone Manager. For more information, see Changing General Phone Manager Settings .

· Park ID. For more information, see Creating Personal Park Slots .

· Short Cut Keys. For more information, see Changing Short Cut Keys .

· Instant Messaging. For more information, see Enabling Instant Messaging .

The extra preference tabs available for users of Phone Manager Pro are:

· Compact Mode. For more information, see Viewing Phone Manager in Compact Mode .

· Date and Time Setting. For more information, see Changing the Date Settings .

· Clock Type. For more information, see Changing the Clock Format .

· Queue ID. For more information, see Selecting Queues to Monitor .

· Door Release. For more information, see Activating the Door Release Buttons .

· Agent Mode. For more information, see Configuring Agent Mode .

· Screen Pop. For more information, see Configuring Screen Pop .

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Configuring Phone Manager: Changing Phone Manager Settings

6.1.1 Configuring Agent ModeThe Agent Mode settings are only available in Phone Manager Pro.

Agent Mode preferences control the operation of Phone Manager when Agent Mode operation is used. If the Agent Modecheck box is selected you are in Agent Mode. When in Agent Mode additional icons are shown in the Phone Managertoolbar. For more information, see Agent Mode Operation .

The list shows the groups of which you are a member. The checked groups are those for which you receive calls when youare not in a Busy Wrap Up or Busy Not Available state. The unchecked groups are those for which your membership iscurrently disabled.

· If the Agent Mode options are unavailable, you are unable to change the settings. For more information, see yoursystem administrator.

To configure the Agent Mode settings:

1.Click > Agent Mode.Alternatively, click View > Preferences > Agent Mode. The Agent Mode window opens.

2.Check or un-check the required options.

· Select All - This selects all the groups in the list.

· Clear All - This clears you from all groups in the list.


Notes

· If you use a group key or function on your telephone to go in or out of group, it will do so for all groups of which youare a member rather than just those selected in the Agent Mode tab.

· In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' and F3 becomes 'call'.

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6.1.2 Changing the Clock FormatThe clock type settings are only available in Phone Manager Pro.

You can customize the time shown in the Phone Manager Call History pane. Formats can be specified to alter thepresentation for all calls listed in the Call History pane. A visual representation of the time can be seen in the bottom leftof the Clock Type tab.

To change the clock settings:

1.Click > Clock Type.Alternatively, click View > Preferences > Clock Type. The Clock Type window opens.

2.Select 12 Hour Clock or 24 Hour Clock.

3.Select the Time Format. The options in this drop down box alter depending on the time format (12/24 hour) and thetime separator (: / - .) selected.

4.Select the Time Separator.

5.After making your selection you can see an example in the bottom left side of the Clock Type tab.

6.Click OK to save your changes. The Phone Manager Call History pane updates all the calls listed.



6.1.3 Viewing Phone Manager in Compact ModeThe Compact Mode settings are only available in Phone Manager Pro.

You can configure several options in relation to compact mode. For more information, see Using Phone Manager inCompact Mode .

· If the Compact Mode options are unavailable, see your system administrator.

To configure Compact Mode:

1.Click > Compact Mode.Alternatively, click View > Preferences > Compact Mode. The Compact Mode configuration window opens.

2.(Optional) Start in Compact Mode - Check to start Phone Manager in Compact mode by default.

3.(Optional) Stay in Compact Mode on Receiving a Call - Check to enable the Phone Manager to remain in Compactmode when receiving a call. If not checked when a call is received, Phone Manager reverts to full Phone Manager mode.

4.(Optional) Stay in Compact Mode after an Outbound Call - Check to enable the Phone Manager to remain inCompact mode when making a call.

5.Click OK to save the changes.

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6.1.4 Changing the Date SettingsThe date and time settings are only available in Phone Manager Pro.

The date shown in the Phone Manager Call History pane can be customized. You can specify between the Windows DefaultFormat for your operating system and region or choose a Custom Date Formats.

· Windows Default FormatPhone Manager gets the date format from your computer operating system if this box is checked.

To change the date settings:

1.Click > Date & Time SettingAlternatively, click View > Preferences > Date & Time Setting. The Date and Time settings window opens.

2.Check Custom Date Formats to configure your date format.

3.In the Date Formats field, click the type of format that you want the date to be shown in.

4.In the Date Separator field, click the type of separator to be used between the date denominations. After making yourselection you can see an example in the bottom left of the window.

5.Click OK to save your changes. The Phone Manager Call History pane updates all the calls listed.



6.1.5 Setting Do Not DisturbThe Do Not Disturb (DND) function forces the telephone system to think that your extension is busy. There might be timeswhen you want to receive calls from specific users. To receive calls, the user's telephone number must be added to the DoNot Disturb Exception List.

The DND exception number can be an internal extension or an external number. If you want to allow a range of numbersthrough the DND wall, you can either enter each number separately or make use of the variables "N" or "X" in thenumber. For example, to allow all numbers from 01923699000 to 01923699099 the DND Exception number can beentered as either 019236990XX or 019236990N.

· If the DND options are unavailable, see your system administrator.

To set DND:

1.Click > Do Not Disturb.Alternatively, click View > Preferences > Do Not Disturb. The Do Not Disturb window opens.

2.To activate DND, check Do Not Disturb.

3.(Optional). To receive calls from a specific extension:

· Enter the extension number in the DND Exception Number field.

· Click Add. The extension number is added to the DND Exception List.


Note

· Any extension number in the DND Exception List can be removed. Select the extension number to be removed and click Remove. The selected extension number is deleted from the list.


6.1.6 Activating the Door Release ButtonsThe Door Release settings are only available in Phone Manager Pro.

The Door names must be entered before you can use Phone Manager Pro to control a door. When the names have beenentered, you can control the door using Phone Manager. You can release a door using the Door tab in the Call Historypane. For more information, see The Door Tab .

To enter the door names:

1.Click > Door Release.Alternatively, click View > Preferences > Door Release. The Door Release window opens. The Door Code fieldcontains the number of the door relay to activate, either 1 or 2. The door codes can not be changed.

2.In the Door Name field, enter the name you want to appear on the door button. For example, the door for the LoadingBay might be entered as 'Loading Bay'.

3.Click OK to save your changes. The Door Tab is available in the Call History pane with door buttons labeled with thedoor names you entered.

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6.1.7 Setting your Forwarding OptionsCalls to your extension can be diverted to a different telephone number either internal or external. You can enter thedestination telephone number and select whether all calls are redirected or only external calls.

You can set Mobile Twinning which will send internal or external calls to an external telephone number. The call willring at your extension and the specified external number. If you do not answer the call at either telephone, the caller isable to leave a message when they are transferred to voicemail.

The types of forwarding that can be selected are:

· Follow Me .

· Forward Unconditional .

· Forward on Busy .

· Forward on No Answer.

Follow Me

When selected, ALL your calls are forwarded to the entered 'Follow Me' extension number. This is used for temporaryredirection when you are away from your own extension but are available on another extension. You must enter aninternal extension number as the Follow Me destination.

· Calls can be made from your original extension. The only calls that can be received at your original extension are callsmade from the Follow Me destination extension.

· Any Speed Dial associated with your original extension number does not indicate that the calls are being forwarded toanother number.

· If the Follow Me destination extension is busy or there is no answer, the call is transferred to your voicemail.

· If you have set an absent message, the text is displayed to callers. If Absent text is active at the destination extensionit will not be displayed as your absent message has priority. For more information, see Setting an Absent Message.

If you have forwarding options selected, the Follow Me behaviour can change.

Forwarding Options Selected Follow Me Behaviour

Forward Unconditional Setting is ignored when Follow Me is selected.

Forward on Busy If the Follow Me destination extension is busy, the call is forwarded to yourForward on Busy destination. If there is no answer at the Forward on busyextension then the call is transferred to your voicemail, if available.

Forward on No Answer. If there is no answer at the Follow Me destination extension the Forward on noanswer setting is ignored and the call is transferred to your voicemail. ifavailable.

Note

· If an option is selected, but there is no destination entered the option is ignored.For example, Anne Webb (ext 206) diverts all her calls to extension 207 using Follow Me. There is an incoming call forAnne.

Scenario Forward on Busy/No Answer optionsselected

No Forward options selected

Extension 207 is busy. Caller is transferred to Anne’s Forwardon Busy number specified.

Caller is transferred to Anne’s voicemail.

There is no answer atextension 207.

Caller is transferred to Anne’s voicemail. Caller is transferred to Anne’s voicemail.

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Forward Unconditional

If Forward Unconditional is selected and a destination number entered, ALL your calls can be re-directed. The destinationcan be an extension number or if enabled and external number. For more information, see your system administrator.

· The Forward Unconditional option is ignored when the Follow Me option is selected.

· If the option Forward Hunt Group Calls is selected it only applies to hunt groups that are configured for sequential orrotary ringing mode. For more information, see your system administrator.

· The options 'Forward on Busy' and 'Forward On No Answer' are unavailable.

· You can still make outgoing calls from your extension. The only calls that you can receive when all your calls areforwarded are calls made from the Forward unconditional destination number.

· If you have set an absent message, the text is displayed to callers. If Absent text is active at the destination extensionit will not be displayed as your absent message has priority. For more information, see Setting an Absent Message.

Forward Unconditional

Forward Hunt Group Calls

Forward Internal Calls

Call Behaviour

All calls are redirected to the ForwardUnconditional destination number.

External calls and hunt group calls received byyour extension are redirected to the ForwardUnconditional destination number. Internal callsare presented to your extension.

External calls are redirected to the ForwardUnconditional destination number. Internal calls,including any hunt group calls, are presented toyour extension.



Forward on Busy / No Answer

When selected your calls are redirected to the number entered in the forward on Busy/No Answer field. The same numberis used for calls forwarded when your extension is busy or not answered.

· If either the Forward on Busy or Forward on No Answer options are selected and no forward number entered, the callsare forwarded to the number set in the forward unconditional section.

· The first time Forward on No Answer is selected, the option Forward Internal Calls is automatically selected. If ForwardInternal Calls and Forward On No Answer are de-selected, the next time Forward On No Answer is selected, the optionForward Internal Calls is not automatically selected.

· If you have set an absent message, the text is displayed to callers when the Forward on No Answer forwarding option isselected. If Absent text is active at the destination extension it will not be displayed as your absent text has priority. Formore information, see Setting an Absent Message.

· If you have set an absent message, the text is displayed to callers when the Forward on Busy forwarding option isselected. If Absent text is active at the destination extension your absent text will not be shown. The destinationextension's absent text has priority. For more information, see Setting an Absent Message.

Forward on Busy Forward on NoAnswer

Forward InternalCalls

Call Behaviour

External calls are forwarded to the specified number whenyour extension is busy. Internal calls are transferred to yourvoicemail, if available.

All calls (internal and external) are forwarded to thespecified number when your extension is busy.

External calls are forwarded to the specified number whenyour extension is not answered. Internal calls are transferredto your voicemail, if available.

All calls (internal and external) are forwarded to thespecified number when your extension is not answered.

External calls are forwarded to the specified number whenyour extension is not answered or your extension is busy.Internal calls are transferred to your voicemail, if available.

All calls (internal and external) are forwarded to thespecified number when your extension is not answered or isbusy.


To configure the forwarding options:

1.Click > ForwardingAlternatively, click View > Preferences > Forwarding. The Forwarding window opens.

2.Type the destination telephone numbers in to the appropriate fields. Available numbers can also be selected fromyour directory list.

· Right-click in a number field. The Forward\Follow-me Number window opens.

· Select the telephone number required from the listing.

· Click Add.


Notes

· If a Follow Me To Number is entered that is not in the directory list a red exclamation appears at the end of the field.The follow-me feature supports internal numbers only. Select an internal number by right-clicking in the Follow Me ToNumber field to open the Forward\Follow-me Number window. Select the telephone number required from the listing.

· For call appearance users 'Forward On Busy' is only used when all your call appearance buttons are busy.

· Some forwarding options require configuration within IP Office Manager, for example, for a user to set an externalnumber. For more information, see your system administrator.



Mobile Twinning

If Twinning is enabled in IP Office Manager. the Phone Manager user can send internal and external calls to an externalnumber, for example their mobile telephone. Both your internal and external telephones ring when a call is received. Thecall can be answered from either telephone. For more information, see your system administrator.

Notes

· Mobile Twinning is a licensed feature.

· If you use account codes, you can not enter an account code when you answer a call at the external telephone.

· If the feature Do Not Disturb (DND) is selected any callers to your internal extension hear the busy tone. Your externaltelephone will not ring. If a caller is entered in to the DND exception list, only your internal telephone rings.

· If you have selected any of the forward options, both the external telephone and the telephone where the calls areforwarded to ring.

· If you have selected the option Follow Me, only the telephone that your calls are forwarded to rings. The externaltelephone number will not ring.

To set mobile twinning:

1.Click > ForwardingAlternatively click View > Preferences > Forwarding. The Forwarding window opens.

2.Select Mobile Twining.

3.In the Mobile Twinning field, enter the telephone number that you want to 'twin' to your extension. Telephone numbersmust be entered with no spaces.



6.1.8 Enabling Instant MessagingPhone Manager provides support for Instant messaging with the Microsoft Live Communication Server (LCS). Instantmessaging can occur between internal contacts that use the Microsoft Live Communication Server. For more information,see your system administrator.

When you have enabled instant messaging you can send an instant message using the a speed dial icon.

To enable instant messaging:

1.Click > Instant Messaging.

Alternatively, click View > Preferences > Instant Messaging. The Instant Messaging window opens.

2.To turn instant messaging on check Enable Instant Messaging Support. If you have connection to a Microsoft LiveCommunication Server you need to check this box for other users to add you as an Instant Message user.

3.In the Server field, enter the name of the Microsoft Live Communication Server.

4.In the user name field, enter your e-mail account and domain as configured on the Microsoft Live CommunicationServer. For example [email protected].

5.In the Protocol field, click the type of protocol you are using to connect to the Microsoft Live Communication Server.You can choose from TCP, UDP and TLS.

6.In the Password field, enter the password associated with your Instant Message profile.

7.(Optional) For Phone Manager to remember your password check Password. You do not have to re-enter yourpassword if this box is checked.




6.1.9 Creating Personal Park SlotsBy default each Park button in the Call Park area is configured for the four system park areas so a parked call can bepicked up at any extension. For more information, see Parking a Call .

You can create a personal or a group park area where a call can only be picked by a user who knows the park ID. Forexample, a park button might have the ID 55. Other Phone Manager users who want to pick up a call parked in that parkarea can configure one of their own park IDs as 55 or use a short code. For example, the short code *38*55# might beused. For more information about short codes, see your system administrator.

You can also create a private park slot by using text in a Park ID. Other Phone Manager users can not pick up the callusing a short code.

To create a personal park slot:

1.Click > Park ID.Alternatively, click View > Preferences > Park ID. The Park ID window opens.

2.In a park slot field, enter a park ID. A Park ID can contain a maximum of 9 numeric or text characters. If the ID containtext other Phone Manager users can not pick up the call using a short code.


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6.1.10 Changing General SettingsYou can control the features of Phone Manager by setting your preferences. Not all options are configurable by all users,some might be unavailable. For more information, see your system administrator.

Some fields are unavailable when using Phone Manager Lite. The table describes the features and indicates in whichversion of Phone Manager they are available.

Option Lite Pro PC Soft-phone

Description

Pop Phone Manager When an incoming call is received or answered, the Phone Managerapplication 'Pops' to the front and becomes the foreground application.

Hide on Close Phone Manager is minimized to the System tray on the Windows taskbar when you close the application rather than exiting. For moreinformation, see Using the Phone Manager Icon .

Play Sounds Incoming calls are alerted by playing a sound.

Hide on no calls Phone Manager Pro automatically minimizes when you have finished allcalls.

Pop on Answer Phone Manager Pro only pops when an incoming call is answered.

Pop on Page Call Phone Manager pops when a page call is received.

Enable VoIP Used for users configured as Phone Manager PC Softphone users bythe IP Office system maintainer. This control should only be changed ifadvised by your system maintainer. If changed Phone Manager shouldbe stopped and restarted.

Show All Display the All tab in the Call History panel.

Show In Display the In tab in the Call History panel.

Show Out Display the Out tab in the Call History panel.

Show Missed Display the Missed tab in the Call History panel.

Show Messages Display the Messages tab in the Call History panel.

Show Status Controls whether the Status pane comes to the front when a call isanswered.

Show Account Codes Shows the account code available.

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To change Phone Manager options:

1.Click > Phone Manager. Alternatively, click View > Preferences > Phone Manager.

2.Check the required options and clear the options that you do not require.



6.1.11 Selecting Queues to MonitorThe Queue ID settings are only available in Phone Manager Pro.

You can select up to two hunt groups. You can then monitor the number of calls being held in each queue. The hunt groupmust already exist on the system and must have queuing enabled. For more information, see your system administrator.Each drop down box gives a list of valid hunt groups.

When the hunt groups are selected the Queue tab is available in the Call History area. On the Queue tab the monitorsindicate the number of calls currently queued for the specified hunt groups. Each call held in a queue is indicated by a bluebox. If the mouse pointer is moved over a Queue monitor the number of calls in the queue is indicated. For moreinformation, see Working with Queues .

To select the queues to monitor:

1.Click > Queue ID.Alternatively, click View > Preferences > Queue ID. The Queue ID window opens.

2.In the Queue 1 field, click the name of the hunt group that you want to monitor.

3.(Optional) In the Queue 2 field, click the name of the hunt group that you want to monitor.


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6.1.12 Changing Short Cut KeysYou can change the short cuts assigned to specific features or functions. For more information, see Short Cut Keys .

To open the Short Cut Keys Preferences:

1.Click > Short Cut Keys.Alternatively, click View > Preferences > Short Cut Keys. The Short Cut Keys window opens.

2.Click the Command you want to change.

3.Select the Short Cut Key from Select new shortcut drop down box.

4.Click Assign.


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6.1.13 Configuring Screen PopThe screen pop settings are only available in Phone Manager Pro.

The screen pop window is used to enable integration to contact management packages so that Phone Manager can screenpop contact details. The screen pop options are only available when the content management packages are installed andare detected by Phone Manager.

For IP Office 5.0 and higher, screen popping is only supported with Outlook 2003/2007.

It should be noted that when set to pop on ringing, Phone Manager Pro will only pop for the first ringing call. If anothercall is received while the first is still ringing or has been answered, Phone Manager will not pop for the subsequent call untilthe first has either been cleared or held/parked.

Users should also note that when the second call does pop, depending on the application being used, the seconds callsdata may overwrite the first. Therefore with some applications users should keep the first call connected and completeentering any manual call data into the application before clearing that call and allowing the subsequent call to pop theapplication with its call data.



To configure screen popping:

1.Click > Screen Pop. Alternatively, click View > Preferences > Screen Pop. The Screen Pop window opens.

2.In the Program to Pop field, enter the content management package that you want to use.

3.Select Pop Outlook. Outlook is checked for a matching entry in the default Contacts folder. If the incoming numbermatches a number in one of your contacts, that contact will pop up. MAPI must be installed on your PC for this facility tobe available. For more information, see your system administrator.

4.Select the Phone Number option.

· Internal - Check this box to pop the Phone Manager for internal numbers.

· External - Check this box to pop the Phone Manager for external numbers.

5.Select the Phone Mode option:

· Ringing - Check this box to pop Phone Manager when the telephone rings.

· Answering - Check this box to pop Phone Manager when you answer the telephone.



6.1.14 Selecting Telephone ControlsYou can control the basic telephony features of your extension by setting your preferences.

Note

· If the Telephone options are unavailable, you are unable to change the settings. For more information, see your systemadministrator.

To set your telephone preferences:

1.Click > Telephone.Alternatively, click View > Preferences > Telephone. The Telephone window opens.

2.(Optional) Select the Call Waiting check box to turn on call waiting. This allows a call to be presented to your telephoneeven when it is in use. A beep is heard and Call Status shows who is calling. Press 'Recall' on the phone, or selectthe second call in Call Status. You will receive the waiting call and your current call will be placed on hold. You can thenswap between calls by clicking the call you require.

· The Call Waiting settings are ignored if you are configured as a call appearance user.

3.(Optional) Select the Off Hook Operation check box to turn on off hook operation. See Turning Off Hook Operation Onor Off .

4.(Optional) Select the Busy on Held Calls check box to turn on busy on held calls. If selected, when the user has a callon hold, new calls receive the busy tone (ringing if analog) or are diverted to voicemail if enabled, rather than ringingthe user. This overrides call waiting when the user has a call on hold.


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6.1.15 Configuring the Voicemail OptionsYou can control the voicemail operation of your extension by setting your preferences, assuming Voicemail is available onyour system. Some options are only available if the user has access rights granted in IP Office Manager.

1.Click or select View | Preferences.

2.Select the Voicemail tab.

3.The options available may depend on the type of voicemail server installed with your IP Office system.

· General (All voicemail server types)

· Voicemail Select whether your voicemail mailbox should be used to take messages from unanswered callers. Notethat when off, other mailbox users can still forward messages to your mailbox.

· Voicemail Ringback When selected the system automatically calls your extension to inform you that you have a new message.Ringback occurs after you replace your handset when you have an unread voicemail messages.

· Voicemail Transfer Options You can set alternate numbers to which callers hearing your mailbox greeting can select to be transferred. Thenumbers are set in the Breakout Number fields and if external should include any external dialing prefix usedby your IP Office. If these options are configured you should include details of them in your mailbox greeting.

· 0 (All voicemail server types)This option is used for callers who press 1 while listening to your mailbox greeting (*0 on EmbeddedVoicemail).

· 1/2 (Voicemail Pro 3.2+ Intuity mode, Embedded Voicemail 4.0+)These additional breakout numbers are supported for callers who press 2 or 3 while listening to yourmailbox greeting (*2 or *3 on Embedded Voicemail).

· Configure These buttons access additional menus for configuring voicemail settings. If the button is greyed out it mayindicate that the feature is not supported by your voicemail server.

· Configure Personal Distribution List (Voicemail Pro running in Intuity emulation mode) You can use Personal Distribution Lists (PDL) to create lists of other mailboxes to which you can thenforward voicemail messages from your voicemail mailbox. See Creating a Personal Distribution List .

· Configure Personal Greetings (Voicemail Pro running in Intuity emulation mode)You can record a number of mailbox greetings and then configure which greeting to use for different typesof calls. See Using Personal Greetings .

· Messaging (Voicemail Pro 4.2+)Used to configure the destination telephone numbers for use with Outcalling below.

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· Outcalling (Voicemail Pro 4.2+)You can configure the voicemail server to call you at various numbers and times when you have newmessages in your mailbox. See Outcalling Configuration .

4.When completed as required click OK.

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6.1.16 LanguagePhone Manager can run in one of a number of languages. To change language select View | Language and then select thelanguage required. If the language required is greyed out then the required files for that language were not installed aspart of the Phone Manager installation.

Note that if you change language you should close and restart Phone Manager for all the menus and controls to beupdated to the newly selected language.

The required language fonts must be available on the PC and for some languages, the PC must be set to use that WindowsLanguage for non-Unicode programs is set to the required language.

6.2 Setting your PreferencesThis is a quick reference section about how you can handle calls by setting personal preferences. The options listed aresome of the most popular changes made, not all preferences are covered. For more information, see Changing PhoneManager Settings .

6.2.1 Turning Voicemail On or OffCallers can leave a message if your extension is busy or not answered after the No Answer Time. Voicemail requiresconfiguration within IP Office Manager.

To turn Voicemail on:

1.Click > Voicemail.

2.Click the Voicemail option.


For more information, see Configuring the Voicemail Options .

6.2.2 Turning Voicemail Ringback On or OffYour telephone rings to indicate that you have a new message. Voicemail requires configuration within IP Office Manager.

To turn Voicemail Ringback on or off:

1.Click > Voicemail.

2.Click the Voicemail Ringback option.


For more information, see Configuring the Voicemail Options .

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6.2.3 Taking Your Calls from Another ExtensionIf you want to take your calls at another location, you can instruct the system to pass your calls to another internal orexternal number. This option must be set at your extension.

To take your calls at another extension:

1.Click > Forwarding.

2.Enter the extension number in the Follow Me to Number field.

3.Click OK. The title bar of Phone Manager Pro indicates that Follow to has been set.

To turn forwarding off:

1.Click > Forwarding.

2.Remove the extension number from the Follow Me to Number box.

3.Click OK.

For more information, see Setting your Forwarding Options .

6.2.4 Setting Do Not Disturb (DND)If DND is turned on, your telephone does not ring when incoming calls are received. The caller gets the Busy tone or istransferred to voicemail.

To turn on DND:

1.Click > Do Not Disturb.

2.Click Do Not Disturb option.

3.Click OK. The title bar of Phone Manager Pro indicates that DND is set.

To turn off DND:


2.Click Do Not Disturb option to remove the selection.

3.Click OK. The DND indicator in the title bar of Phone Manager Pro is removed.

For more information, see Setting Do Not Disturb .

6.2.5 Setting a Do Not Disturb Exception NumberYou might be expecting an important call and wish to ensure that the call is answered even when you have Do Not Disturbset. This incoming number can be entered as a Do Not Disturb Exception.

To set a do not disturb exception number:


2.Type the extension number in the DND Exception Number box. The variables "N" or "X" can also be used, N = anynumber of digits and X = one digit.

3.Click Add. The number appears in the DND Exception List.

4.Click OK.

To remove a do not disturb exception number:

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Configuring Phone Manager: Setting your Preferences


2.Select the number to be removed from the DND Exception List.

3.Click Remove.

4.Click OK.

For more information, see Setting Do Not Disturb .95


6.2.6 Turning Call Waiting On or OffYou can receive an incoming call when on another call. If Call Waiting is on a beep is heard and the Call Status willshow the call information. Click the second call in Call Status to answer the call and automatically place your current callon hold. You can then swap between the calls by clicking the call you require.

To turn call waiting on or off:

1.Click > Telephone.

2.Click Call Waiting.

3.Click OK.

Note

· The Call Waiting settings are ignored if you are configured as a call appearance user.

For more information, see Selecting Telephone Controls .

6.2.7 Turning Off Hook Operation On or OffOff-hook station is intended for analog extensions, especially those being used in conjunction with the IP Office PhoneManager or SoftConsole applications. When enabled, the analog extension user is able to control calls using the IP Officeapplication in the following ways:

· With the extension on-hook, calls can be initiated from the IP Office application. After entering the required number andmaking the call, the on-hook analog extension receives a ringback showing the users own caller ID and when answeredthe outgoing call is started.

· The IP Office application can be used to end a call with the analog extension still off-hook. Instead of hearing disconnecttone the user hears silence and can use the IP Office application to make another call. Though off-hook the user isindicated as idle on BLF indicators. Without off-hook Station set the user would be indicated as busy when off-hook,whether on a call or not.

· If off-hook and idle (having cleared a previous call), incoming call alerts by presenting ringing through the audio path.The call can be answered using the IP Office application or going on-hook/off-hook or by pressing recall. Note that if thephone normally displays call ID, any caller ID displayed on the phone is not updated in this mode, however the call ID inthe IP Office application will be that of the current call.

· If on-hook, an incoming call alerts as normal using the phone's ringer and is answered by going off-hook. The answercall option in the IP Office application cannot be used to answer calls to an on-hook analog extension.

· While off-hook and idle, the analog extension user will receive page calls.

· Offhook Station is not intended for non-analog phone extension. However it enables the answer calls control in IP OfficePhone Manager and so it is recommended that the option is selected for non-analog extension users.

To turn off-hook operation on or off:

1.Click > Telephone.

2.Click Off Hook Operation.


For more information, see Selecting Telephone Controls .

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Configuring Phone Manager: Setting your Preferences

6.2.8 Selecting the Tabs to Show in Call HistoryTo select the tabs to show in the call history panel:

1.Click > Phone Manager.

2.Select the options required.

· Show all: displays call information for all incoming and outgoing calls.

· Show in: displays call information for incoming calls.

· Show out: displays call information for outgoing calls.

· Show missed: displays call information for unanswered incoming calls.

· Show messages: displays number of messages in Voicemail.


For more information, see Changing General Phone Manager Settings .

6.2.9 Saving your PreferencesYou can save the changes that you make to the Phone Manager configuration, including speed dials, directory informationand other settings. By default, the profile file (Profile.xml) is saved in a sub-folder based on your extension number inMy Documents > Avaya > IP 400 > PhoneManager > Profiles.

Profiles can be saved to another location if required. Note however that the location must be one that remains avaibale toyour copy of Phone Manager at all times.

To save your profile:

1.Click File > Save Profile.

2.Select the location to save your profile. This location will be used for subsequent loading and saving by Phone Managerand so should be a location at which the profile folder and files remain available. To access your profile from anothercomputer you must save the profile to a location that can then be retrieved from another computer.

3.The file name should be left as Profile.xml. Phone Manager will save the file at the location specified into a sub-folderbased on your extension number.

4.Click Save.

To load your profile:

1.Click File > Load Profile.

2.If necessary browse to the location of the Profile.xml file.

3.You will be requested to enter the login code that matches the extension number of the profile. If you haven't beenissued an login code for the IP Office click OK without entering any code.

4.Click Open.

Moving /Copying a Profile

1.To move or copy a profile move the whole folder. Do not move/copy just the Prfofile.xml file.

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6.3 Using the Phone Manager Pro Versions6.3.1 PC Softphone OperationThe system administrator can create VoIP extensions. When Phone Manager Pro is associated with a VoIP extensionnumber and Enable VoIP is selected in the Phone Manager preferences, two additional controls become active.

· Click the drop-down symbol to display a volume slider.

· Click the main body of either icon to turn mute on/off. An example of a muted icon is shown.

This type of operation is also called IP Soft Phone. It is only available to users who have been configured as PhoneManager PC Softphone users by the IP Office system maintainer.

6.3.2 Configuring Ring Settings

The Ring Settings tab is only available for Phone Manager PC Softphone users. The settings are used to configure theoutput audio device for an incoming call.

To change the USB settings:

1.Click > Ring Settings. Alternatively, click View > Preferences > Ring Settings.

2.Use the drip down list to select from the audio devices available on your computer.



Configuring Phone Manager: Using the Phone Manager Pro Versions

6.3.3 Hands Free OperationPhone Manager Pro only.

The Phone Manager Pro application can be used in conjunction with a hands free phone or headset. When using a handsfree phone or headset, the telephone must be left off-hook permanently. The "Off Hook Operation" option must be setunder the Telephone tab of the Configure Preferences dialog box. For more information, see Selecting Telephone Controls

. All calls are answered, transferred, queued and so on by clicking the appropriate Phone Manager call handling icons.

Note

· Under normal operation nothing is heard in the headset when the 'phone' is left in the off-hook state. Clicking theanswer icon at this point answers the call, equivalent to picking up a telephone handset.

· If you use an analog telephone you will hear the Ringing Tone in the headset when an incoming call is presented to theextension. You will also hear the Dial Tone when the Call button in the Call window is pressed.

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6.3.4 Agent Mode OperationPhone Manager Pro only.

Phone Manager can be used as a call center tool in Agent Mode. You can perform several call center functions withoutneeding a specially designed call center telephone with dedicated keys for functions such as busy wrap up.

· Avaya recommends that only Avaya telephones are used in call centers. Most standard telephones are not designed fornormal call center conditions, for example, the high number of on-hook, off-hook actions and key presses. Standardtelephones are okay in most domestic and business situations, they are likely to fail frequently in a call centerenvironment.

Agent Mode is enabled through the Agent Mode tab within Preferences. Logging on and logging off is separate fromAgent Mode. For more information, see Logging in as an Agent .

In Agent Mode:

· Phone Manager displays Busy Wrap Up and Busy Not Available icons. You can use the icons to go intothose states.

· Use Busy Wrap Up when you temporarily need to stop receiving calls when you 'wrap up' the details of the call justfinished.

· Use Busy Not available when you need to stop receiving calls for some other reason.

· The Select Group icon shows the groups for which you will receive calls when not in Busy Wrap Up or Busy NotAvailable. For more information, see Configuring Agent Mode .

· The Start and Stop icons are available for recording conversations. Call recording requires IP Office VoicemailPro. For more information, see Recording a Call .

· You can use the Account Codes tab to make calls with the appropriate account code or to easily apply an account codeto a current call. For more information, see Using Account Codes .

· In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' and F3 becomes 'call'.These are the default settings.

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Configuring Phone Manager: Using the Phone Manager Pro Versions

6.4 Changing the Look of Phone Manager6.4.1 Using Phone Manager in Compact ModePhone Manager Pro only.

Compact mode runs Phone Manager on your screen in a considerably reduced mode, as shown in the example. PhoneManager must be configured if you want to continue in Compact mode when you make or receive a call. For moreinformation, see Viewing Phone Manager in Compact Mode .

To view Phone Manager in Compact mode:

1.Click in the toolbar.You can also view Phone Manager in compact mode by:

· Click the compact mode glyph . This is at the bottom right of the Phone Manager main window.

· Select View > Compact View.

To close Compact view:

1.Click in the toolbar.You can also return to the full screen by:

· Click the compact mode glyph again.

Using Phone Manager in Compact Mode

When using Phone Manager in Compact mode there are several ways to handle your calls. The slider provides informationabout the caller. Depending on the state, the controls on the slider change automatically.

When you receive a call in compact mode a slider opens. The slider contains details of the incoming caller and the last dateand time the caller called. If this does not happen you need to select the preference Stay in Compact Mode onReceiving a Call. For more information, see Viewing Phone Manager in Compact Mode .

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To answer a call:

1.Click the flashing Answer Call button on the slider. When the call is answered the slider shows the duration of thecall.

· Alternatively, click the Answer Call button on the menu bar. Phone Manager reverts to full Phone Manager mode.

To end a call:

1.Click on the slider or in the Compact mode main menu.

To make a call:

1.Click .Phone Manager reverts to full Phone Manager mode.


Configuring Phone Manager: Changing the Look of Phone Manager

6.4.2 Loading a SkinThe 'look' of Phone Manager is controlled by the skin that has been loaded. New skins can be created and loaded usingskin development software. For more information, see the Applications Installation and Administration guide. The user ofskins other than those installed by Avaya as part of the default application is not supported.

To load a new skin:

1.Click View > Load Skin.

2.Browse to the folder that contains the new skin and select the .ini file. Phone Manager skin files are located in C:\Program Files\Avaya\IP Office\Phone Manager\Skin\.

3.Click OK.

6.4.3 Default SizingThis option is used to return the Phone Manager window to its original size.

To change the window size:

1.Click View > Default Sizing. You are asked if you are sure.

2.Click Yes to resize the Phone Manager window to its default size.Click No to cancel the resizing request.


Appendix

Chapter 7.


7. Appendix7.1 Hints & Tips1.The Call History tabs each display information on a maximum of 100 calls. The oldest record is then replaced.

2.Park IDs can contain a maximum 9 characters.

3.If a particular feature does not appear to work, try closing and opening Phone Manager Pro. All configuration changesare saved when the application is closed. Phone Manager Pro looks for all configurations on start up.

4.If the Status tab does not come to the front when a call is answered, the Phone Manager settings need to be changed.For more information, see Changing General Phone Manager Settings .

5.The Status tab automatically comes to the front 15 seconds after displaying the Script tab. If you want the script toremain in view, clear the Show Status option. For more information, see Changing General Phone Manager Settings .

6.If a call to an internal user is not answered within the No Answer Time, and the user has voicemail enabled, you areprompted to leave a message. When you have finished the call, the call information is listed in Call History under theOut tab. Double-click the call information to redial the number.

7.If you are dialing a busy extension from your handset and your call does not go through to voicemail the Ringback iconis available. When the destination becomes free your telephone will be called back. If the Ringback call is answered anew call is automatically placed on the destination extension. If the Ringback is not answered the call is cancelled.

8.Do not use spaces when typing the telephone number. For example, type 123456 not 123 456.

9.The Tag feature is only available for internal calls.

10.You can not modify the transfer options if you do not have permission to configure voicemail. For more information,see your system administrator.

11.If more than one Speed Dial is created for the same internal user, only one Speed Dial acts as a Busy Lamp Field.

12.In order for the Busy Lamp Field feature to operate, your PC must be on the same physical LAN as the PBX. For moreinformation see, your system administrator.

13.If you use a group key or function on your telephone to go in or out of group, it will do so for all groups of which youare a member rather than just those selected in the Agent Mode tab.

14.In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' and F3 becomes 'call'.

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Appendix: Hints & Tips

7.2 Tool Bar IconsThe icons in the main Phone Manager window help you to make and receive calls.

Make a Call - For more information, see Making a Call .

Answer a Call - For more information, see Answering a Call .

Set Ringback when Free. - For more information, see Making a Call .

Place a Call on Hold - For more information, see Holding a Call .

Add a Call to a Conference - For more information, see Creating a Conference Call .

Hangup a Call - For more information, see Ending a Call .

Transfer a Call - For more information, see Making a Consultation Call .

Complete a Transfer - For more information, see Making a Consultation Call .

Configure Preferences - For more information, see Changing Phone Manager Settings .

Compact View - For more information, see Using Phone Manager in Compact Mode .

Speaker Volume - Click drop down to adjust the PC speaker volume. Click to turn mute on/off. For moreinformation, see PC Softphone Operation .

Microphone Volume - Click drop down to adjust the PC microphone volume. Click to turn mute on/off. Formore information, see PC Softphone Operation .

Book a Conference - This icon is used to book an IP Office Conferencing Center Conference. The icon is onlyavailable if permission is specified by your system administrator. For more information, see Phone Managerand Conferencing Center .

Join a Conference - This icon is used to join an IP Office Conferencing Center Conference. For moreinformation, see Phone Manager and Conferencing Center .

If Phone Manager is being used in Agent Mode additional icons show:

Busy Wrap Up - Allows you to go in and out of busy wrap-up state. The Status tab shows "Busy Wrap Up"when in that state. If the Busy Wrap Up icon is unavailable, you are not currently a member of any group. Ifall your group memberships are removed or disable when in busy-wrap up, Phone Manager continues todisplay Busy Wrap Up until restarted. For more information, see Agent Mode Operation .

Busy Not Available - Used to go in and out of busy not available state. The Status tab shows "Busy NotAvailable" when in that state. For more information, see Agent Mode Operation .

Select Group - Displays the groups for which you are an available member when not in Busy Wrap Up or BusyNot Available. For more information, see Agent Mode Operation .

Start Recording - Click the icon to Start Recording a call. For more information, see Recording a Call .

Stop Recording - Click the icon to Stop Recording a call. For more information, see Recording a Call .

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7.3 Short Cut KeysThe listing shows the default operation of the function keys. All the functions keys can be configured in the Shortcutconfiguration form.

F1 Call - For more information, see Making a Call .

F2 Transfer - For more information, see Transferring a Call Unsupervised .

F3 Account Code - For more information, see Using Account Codes .

F4 Hold Call - For more information, see Holding a Call .

F5 Record - For more information, see Recording a Call .

F6 Absent Status - for more information, see Setting an Absent Message .

F9 Park/Unpark - For more information, see Parking a Call .




Enter Answer - For more information, see Answering a Call .

Esc Clear

End Hangup - For more information, see Ending a Call .

Note· When Phone Manager is in Agent Mode, the roles of the F1 and F3 functions are swapped.

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Appendix: Short Cut Keys

7.4 Using the Phone Manager IconWhen the option Hide on Close is selected, Phone Manager is minimized to the System tray on the Windows task bar whenyou close the application rather than exiting.

The Phone Manager icon will have either a red or green screen.

· - Calls missed. Place your cursor over the icon in the System tray and the number of missed calls are shown.

· - No missed calls.

When you receive a call the icon will flash, the screen colour in the icon changing from red to green until the call isanswered. If the call is answered by your voicemail the icon indicates that you have missed a call.

To open Phone Manager using the icon:

1.Double-click the icon in the System Tray.Alternatively, right-click the icon and select Pop Phone Manager.

If you right-click the icon you also have the following options:

· Pop Outlook - Opens Outlook if the Screen Pop option has been configured. For more information, see ConfiguringScreen Pop .

· Clear Missed Calls - Clears the details of calls that have not been answered from the Call History area. The PhoneManager icon changes from red to green when the missed calls have been cleared. For more information, see TheMissed Tab .

· Call - Opens the Phone Manager Call window. For more information, see Using the Call Window .

· Hangup - Ends any call that you are connected to.

· Exit Phone Manager - Closes the application.

7.5 Phone Manager InformationThe mode in which Phone Manager is running and the associated user are shown in the title bar. In addition to this it isalso possible to display information about the version of Phone Manager and other information. This information may berequested when reporting a problem.

1.Select Help | About Phone Manager.

2.The About Phone Manager menu display the software version of Phone Manager. The software version on the IPOffice system is also shown.

3.To display license information for Phone Manager, place the cursor over the Phone Manager version number andthen simultaneously press Ctrl+Alt+Shift.

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Index

IndexAAbsent text 97Account Code

Icons 30

Tab 30

Account Code Required 50Account Code Speed Dial

Creating 52

Account Code window 50

Account Codes 120call failed 50during call 50, 52

select 52

speed dial 52using 50

Account Codes Tab 52

ACT! 108

Actions 9, 48adjust 8Advice 8, 9

Call Recording 42

Charge 22Agent 7, 9, 10, 11Agent Mode 7, 9, 10, 11, 120

settings 91

All Tab 24Allows 8, 10, 11, 12another Extension 11

Answer 7, 8, 10, 12, 48

Call 37AoC 9application 7, 8, 9, 10

Apply 9, 12

Apply PIN 9Assigning

personal greetings 68

Temporary Greeting 67

Audio Codec 9Automatically 10, 11Avaya 7, 8

Avaya IP Office 7

BBack 12Book

conference 49

Browse 10, 11, 16

Browse button 16Busy 9Busy Lamp Field 9

Busy Not Available 120

Busy on Held Calls 110Busy Wrap Up 120

CCall 7, 9, 10, 11, 12, 22, 48

Answer 37

call back 39Ending 38hold 40

make 38, 39

park 41Phone Manager during 8Recording 42

ringback 39

tag 41

unpark 41window 39

Call Appearance 97

Call Back

Missed Call 38call barring 12Call Details 8, 22

Call Details Area 22

Call Duration 25call history 9, 22, 48, 117call history log

all 9

Call Not answered 10, 12Call Park area 103Call Recording

Advice 42

Call Status 22, 48Call Status Icon 22, 25, 26Call Waiting 12, 110, 116

Caller 9, 12, 48

Caller ID Show 9

calls routed 7, 8

Charge 8, 9

Advice 22Check 8, 10, 11

Updates 76

Citrix 8

Clock Type 92Close 11, 12Close Phone Manager 11, 12

codec 9

Compact 9Compact mode 9, 93, 121Compact view 121

Complete 10, 12, 15

Confereincing book 49join 49

Conference 9, 48

Conference Call Creating 48

Conference Tab 31, 48

Conferencing Center 9, 48

Conferencing Scheduler 48Configure 8, 9

follow me destination 97

forwarding calls 97

greetings 65mobile twinning 97personal distribution list 73

Configure Personal Greetings 67

connect 9, 10, 12, 22, 48Consultation Call

making 45

Contacts 9, 16

contains 10, 11, 22Continuous Mode 12control 7, 9, 12, 16

Control Units 16

CPU reduces 8

Create

Speed Dial 85

speed dial group 84


Create Busy Lamp 9

Create Speed Dials 9Create voicemail 9Create voicemail greeting messages 9

Creating

account code speed dial 52Conference Call 48personal distribution list 9, 71, 73

Creating and using speed dials 76

Current 22, 48current state

all 22

Custom Date Formats 94

DDefault Sizing 123Delete

Personal Distribution List 74

Speed Dial 87

Description 7Dial 9, 10, 12Dials 12

Different IP Office Control Unit

Selecting 16Directory 9, 22, 25

export 78

import 78

new entry 79Directory Entry

create from a call 80

edit 80

Display Media Files 79Display Text File 79Displays 9, 10, 12, 22

DND 114

DND Exception List 114DND exception number 95Do Not Dis 114

Do Not Disturb 95

Do Not Disturb Exception 114Do Not Disturb Exception List 95DO NOT REPLACE THE PHONE HANDSET 12

Door 9

Door Name 96Door Release settings 96Door Tab 34

Drag 9

Speed Dial 48Drop 9, 48DTMF

sending 9

EEdit

directory entry 80Editing


Speed Dial 87Enable VoIP 104Ends 12

Enter 7, 10, 11, 12, 15, 22

voicemail 59Exception List 95Existing Call 12

Expand 11

Export Directory 78Extended Citrix Support 8

External 10, 12, 22

FFollow 8, 12Follow Me

destination 97

Follow to 114

Forward configure 97hunt group calls 97

no answer 97

on busy 97unconditional 97

Forwarding 114

functions 7

GGermany 9Getting

Help 76

Goldmine 108

Greece 9Greetings

configure 65

listen to 65

record 65re-record 65

greyed out 12

group park area 103

Guide 7

Hhands free 119Hands Free phone 116

Hangup button 38

headset 116hear 12Held 12

Help 12

Getting 76Help menu 76Hide on Close 104

Hide on no calls 104

Hold Time 25Hot Desking 7

Iicon 7, 9, 22

icon indicates 22

icons indicate status 22

ID 12

identify 9, 10, 12, 22

IM 9Import Directory 78In 7, 8, 9, 10, 11, 12, 15, 16, 22, 48

In Tab 25

Instant 9Instant messaging 102Internal 9, 12, 22

Intuity 9

IP 7, 8, 9, 10, 11, 12, 16, 48IP Address

IP Office System 10, 11

IP Audio Enabled 7

IP Office 7, 8, 9, 10, 11, 12, 16, 48IP Office 4.0 8IP Office Conferencing Center

access 48


Index

IP Office Control Unit 16

select 10IP Office Control Units window 16IP Office IP Address 10

IP Office Phone Manager 7, 8, 10, 11, 12

IP Office Phone Manager application 7IP Office Phone Manager Login window 10, 11IP Office System 16

IP Address 10, 11

IP Soft Phone 118ISDN 9

JJoin 48

conferencing center 49

LLCS 9link

telecommuter 10

Listen

to greetings 65Lists 10, 11, 12, 15, 16Lite 7, 9

Local Directory 22

login 7, 12, 15, 16need 11Phone Manager 10

want 11

Login Mode 7Login window 10, 15, 16Login/Logout 11

MMake

Call 38Making

consultation call 45

Managing directories 76

match 15, 22Maximizer 108Media File

Display 79

message asking 10, 12Messages 9, 10, 12

hear 59

tab 26

Microsoft Live Communication Server 9, 102Microsoft Live Communications Server 9Microsoft Outlook 108

Missed 9, 22

Missed Call 22, 26Call Back 38

Missed Tab 26

Mobile Twinning

configure 97Monitor 9Multimedia 118

muted icon 118

NName 9, 10, 11, 12, 15, 22need

login 11

New 8, 9, 10, 12, 48

new set 10, 12New skins 123New Voicemail 9

No 7, 12

return 10

non-IP Office calls 12Number 7, 8, 9, 10, 11, 12, 15, 22

OOff 7, 10, 11, 12, 22

Off Hook 10, 12, 22, 116

Off Hook Operation 110, 119Off Hook Station 10, 12off hook/Calls 22

Off-Hook 12

OK 10, 11, 12, 15, 16OK button 10online 9

open 9, 10, 11, 12, 16

User List window 15Options 7, 10, 12Out 12

Out Tab 25

Outgoing call 7, 8, 9, 10, 12, 48output audio device 118

PPark Slots 41

Parking

Call 41Password 10, 11PBX 9

PC 7, 8, 9, 12

Personal 9Personal Directory

create entry 78

export 78

import 78Personal Distribution List

configure 73

Create 9

creating 71, 73Deleting 74Editing 70

public 73

using 73Viewing 69

Personal Greetings

assign 63

assigning 68configuring 68priority order 63

temporary 63

using 63, 68Personalised

greeting 63

Phone Manager 8, 11, 12, 22, 48

login 10running 9starting 7

stopping 7

Phone Manager during call 8

Phone Manager Feature Comparison 9

Phone Manager Lite 7, 9

Phone Manager logs 7Phone Manager PC Softphone 7, 9Phone Manager Pro 7, 8, 9, 10, 11, 22

Phone Manager Pro IP Audio Enabled 7

Phone Manager Pro PC Softphone 7Phone Manager running 8


Phone Manger 48

Phone Number 10, 12Pin Restrictions 53Place 7, 48

Play Sounds 104

Pop on Answer 104Pop on Page Call 104Pop Phone Manager 104

Preferences 9

private park slot 103Pro 9Product Tour 76

Profiles 117

Program 7, 10, 11, 12Public Personal Distribution List 73

QQueue 9

Queue monitor 106

Queue Tab 31Queues

Monitor 31, 43

Rreceive/make 11

Reclaim Call 47

recognised 12

Record

greetings 65recording conversations 120red exclamation 97

Redirected calls 97

reduces CPU 8

Release 8

Remember Password 10, 11

Remote 7, 8, 12Remove 48Request Test Call 10, 12

return 11, 12, 15

No 10Ringback When Free 38running

Phone Manager 9

SSave 10, 12, 22Save Profile 10, 12saved set 10

Screen Pop 9

Script 9tab 33

see 7, 8, 10, 11, 12, 48

Select Hang-up 48

Select Internal 10, 12Select Remote 10, 12Selecting

account code 52

Different IP Office Control Unit 16IP Office Control Unit 10Speed Dial 48

Send Instant Messages 9

sending DTMF 9

Server 9

Set voicemail 9

Setting

telecommuter 10

Setting an absent message 76Settings 12

agent mode 91

busy on held calls 110

call waiting 110clock format 92clock type 92

compact mode 93

date format 94DND 95DND Exceptions 95

door release 96

follow me destination 97forwarding calls 97general changes 104

Instant Messaging 102

LCS 102mobile twinning 97off hook operation 110

personal park slots 103

queues 106screen pop 108short cut keys 107

USB 118

voicemail 111short cuts 107Shortcut 9

Show 10, 11, 12, 22

Caller ID 9shows NoUser 11Simple Outlook 9

Skin 8

skin development software 123Skinless Support 8Softphone 9

Speed 9, 48

Speed Dial Create 85Edit 87

tab 27

use 84View 81

Speed Dial Entry

Create 79

Speed Dial Group create 84

Speed Dials 9

Delete 87

Drag 48Select 48

Start 7, 8, 10, 11, 12, 15, 48

starting 10, 11

Phone Manager 7Status 9, 25, 48

icons indicate 22

Tab 32

stopping Phone Manager 7

support 8, 12

System 7, 10, 11, 12, 16, 22

System Administrator 10, 11, 12, 16

TT 118Tab

messages 26


Index

Tab

script 33speed dial 27Status 32

voicemail 29

Tabs 9Tag 9, 22, 25Telecommuter 7, 8, 9, 12

link 10

set 10Telecommuter Mode 7, 8, 9, 10, 12Telephone 7, 8, 9, 10, 11, 22

telephone reverts 11

Temporary Greeting 63Assigning 67

Text File

Display 79

Third 48third party 48Time 9, 12

Time Format 92

Tips 10Title Bar 7Transfer 9

to voicemail 47

unsupervised 46Transfer Window 44Turn off

voicemail 113

Turn on voicemail 113

Type 10, 11, 15

Uunheld/unparked 12

Unit Name/IP Address 10, 11Unsupervised

transfer 46

Update Services 8

Updates 8, 10, 11Check 76

USB 7

Use 8, 9, 10, 12

Speed Dial 84Use Account Codes 9Used 10, 11, 12, 16

used reverts 11

User List 10, 11, 15User List Window 10, 11

open 15

User Name/Extn 10, 11, 15

Using 7, 8, 9, 10, 12, 48personal distribution list 73

Using Account Codes 50

Using Phone Manager 7, 8, 12

VVideo Tutorials 76View 9, 11


Speed Dials 81

Voicemail 9, 12off 113on 113

tab 29

VoiceMail Pro 29Voicemail Ringback 113

VoIP extensions 118

volume slider 118VPN 7, 8

Wwant 10, 48

login 11

WAV file 9What's New 8Windows 10, 16

YYes 10, 12

Your 10, 11, 12, 16, 22your own 10, 11



Performance figures and data quoted in this document are typical, and must bespecifically confirmed in writing by Avaya before they become applicable to anyparticular order or contract. The company reserves the right to make alterationsor amendments to the detailed specifications at its discretion. The publication of

information in this document does not imply freedom from patent or otherprotective rights of Avaya or others.

All trademarks identified by the ® or ™ are registered trademarks or trademarks,respectively, of Avaya Inc. All other trademarks are the property of their

respective owners.

This document contains proprietary information of Avaya and is not to bedisclosed or used except in accordance with applicable agreements.

© 2010 Avaya Inc. All rights reserved.

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